Job Title:

Techno-Commercial Lead Technical Escalation & Customer Relations

Location: Vadodara, Gujarat

Department: Customer Support & Technical Services

Experience: 2-5 Yrs.

About the Role

Smart Node is looking for a Techno-Commercial Lead to manage complex technical escalations, serve as the primary relationship point of contact for end-customer concerns, Channel Partner, and coordinate with the R&D; team on product-related issues. This role works closely with the Support Team on a peer/coordination basis and offers a growth path toward formal team leadership based on performance.

Key Responsibilities

Technical Escalation Support

- Act as the next level of technical escalation for issues that the Support Team cannot resolve.
- Provide hands-on troubleshooting support for complex or recurring technical issues.
- Coordinate with the Support Team on case progress, sharing technical knowledge and best practices.
- Contribute towards building of product knowledge base.

Customer Relationship Management.

- Serve as the primary point of contact for end-customer concerns, communicating in the customer's regional language.
- Manage customer expectations, sentiment, and overall relationship during issue resolution.
- Build trust and long-term relationships with key customers and channel partners.
- Reporting & Coordination
- Maintain accurate records of cases, communications, and resolutions.
- Daily, Weekly and Monthly Reports for Production and Engineering Team
- Improve CRM Structure for Support and Partner

R&D; Coordination & Follow-up




- Identify product-related issues raised by customers or the Support Team and escalate them to

R&D; with transparent technical context.
- Track open cases with R&D; and ensure timely follow-up until closure.
- Act as the accountable bridge between customers and R&D; for product-side issues.
- Share recurring field issues and customer feedback with R&D; to support product improvement.

Required Skills & Qualifications
- 23years of experience in technical support, customer success, or a techno-commercial role.
- Working technical understanding of the product/domain (electronics / IoT / industrial products

specify as applicable).
- Strong communication skills in the Gujarati, Hindi and English.
- Ability to manage customer relationships with patience, empathy, and professionalism.
- Comfortable coordinating with internal technical/engineering teams and following up persistently

to closure.
- Good documentation habits and attention to detail.
- Bachelor's degree in Electronics and Communication, Electrical or equivalent practical

experience.

Key Attributes

- Proactive and accountable follows through on commitments without being chased.
- Calm and solution-oriented under pressure, especially during customer escalations and visits.
- Balances technical thinking with relationship/commercial sensitivity.
- Willing to learn and grow into a larger team-leadership role over time.

Growth Path Based on performance and demonstrated ownership, this role has a defined path toward formal leadership of the Support Team, including direct management responsibilities, within 6-12 months

📌 Customer success lead ( Electronics ) Technical support & relation (Vadodara)
🏢 Smart Node
📍 Vadodara