Job Description

*Techno-Commercial Lead – Technical Escalation & Customer Relations*

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 explicit 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

• 2–3 years of experience in technical support, customer success, or a techno-commercial role.

• Working

📌 Customer Success Lead – Electronics (Vadodara)
🏢 Smart Node
📍 Vadodara