Jr. Subject Matter Expert (SME)

About the Role

We are looking for an experienced Subject Matter Expert (SME) to join our team and take on a combination of team leadership, product expertise, and client-facing responsibilities.

As an SME, you will lead and mentor a team of Technical Support Engineers, support important clients, handle complex issues, and become a go-to expert for the products you manage.

Key Responsibilities

● Lead, mentor, and support a team of 5–7 Technical Support Engineers.

● Guide team members in solving complex customer and product-related issues.

● Take ownership of important customer escalations and ensure they are resolved effectively.

● Build strong relationships with key customers and participate in important customer meetings and visits.

● Support major customers during product implementation, adoption, and critical operational periods.

● Develop a deep understanding of the assigned products, including their features, workflows, configurations, and latest updates.

● Conduct product discussions, demonstrations, and consultations with customers when required.

● Work closely with Product, Development, QA, and other teams to resolve customer and product challenges.

● Identify recurring customer problems and provide meaningful feedback to improve our products and processes.

● Coach team members, provide constructive feedback, and help them develop their technical and professional capabilities.





● Identify opportunities to improve support processes, product usage, and customer experience.

What We're Looking For

● Strong experience in technical/product support, software products, or a similar customer-facing technology role.

● Strong communication and interpersonal skills.

● Excellent problem-solving and analytical abilities.

● Ability to handle difficult customer situations calmly and professionally.

● Strong understanding of software products and the ability to learn complex systems quickly.

● Ability to explain technical concepts in a simple and understandable manner.

● Demonstrated ability to guide, mentor, or lead others.

● Strong ownership and accountability for customer and team outcomes.

● Ability to prioritize multiple tasks and make sound decisions under pressure.

● A proactive mindset with an interest in improving products, processes, and team performance.

The Ideal Candidate

We are looking for someone who is more than just a good problem solver. You should be someone who can solve problems, help others solve problems, build customer trust, and make the entire team better.

This role is well suited for an experienced Technical Support Engineer or Product/Support professional who is ready to take the next step into team leadership and subject-matter ownership.

Pay: From ₹400,000.00 per year

Advantages

- Provident Fund

Work Location: In person

📌 Subject Matter Expert (SME) (Kochi)
🏢 Linways Technologies
📍 Kochi