Summary:

We are seeking a dynamic and detail-oriented Lead - Customer Support professional to join our manufacturing operations team. In this pivotal role, you will serve as the primary liaison between our technical teams and internal/external stakeholders, ensuring seamless communication, rapid issue resolution, and exceptional customer satisfaction. With a strong foundation in software development principles and hands-on experience in Java and C++, you will play a critical role in troubleshooting complex technical issues related to manufacturing systems, supporting system integrations, and driving continuous improvement in service delivery.

This position demands a rare blend of technical expertise and interpersonal finesse—someone who can translate complex engineering concepts into clear, actionable guidance for non-technical users. Your leadership in managing support workflows, mentoring junior team members, and contributing to product feedback loops will directly impact operational efficiency and customer trust within a high-precision manufacturing environment.

Responsibilities:

- Lead day-to-day customer support operations for manufacturing software systems, including real-time issue triage and escalation management

- Serve as technical escalation point for complex system errors, leveraging expertise in Java and C++ to analyze logs, debug code, and coordinate fixes with development teams

- Develop and maintain comprehensive knowledge base articles, troubleshooting guides, and training materials for internal and external users

- Collaborate with cross-functional teams (engineering, QA, product, operations) to prioritize and resolve recurring technical issues





- Monitor system performance and customer feedback to identify trends and recommend proactive improvements

- Mentor and guide junior support staff, fostering a culture of accountability, continuous learning, and customer-centric service

- Conduct regular post-incident reviews and contribute to root cause analysis (RCA) reports

- Act as a key contributor to product enhancement initiatives by relaying customer insights and usability feedback

Requirements

Requirements:

- 1–3 years of progressive experience in technical customer support, software support, or systems engineering within a manufacturing or industrial technology environment

- Proven proficiency in Java and C++ with demonstrated experience in debugging, system integration, and software troubleshooting

- Exceptional communication skills—able to articulate complex technical issues clearly and concisely to both technical and non-technical audiences

- Robust problem-solving mindset with the ability to work under pressure and manage multiple high-priority tasks simultaneously

- Experience with issue tracking systems (e.g., Jira, ServiceNow) and version control tools (e.g., Git)

- Bachelor’s degree in Computer Science, Engineering, or a related technical field (or equivalent practical experience)

- Familiarity with industrial automation systems, SCADA, MES, or ERP platforms is a strong advantage

- Willingness to work flexible hours, including occasional on-call support during critical system deployments or outages

Preferred Qualifications:

- Experience working in a fast-paced manufacturing or industrial technology setting

- Certification in software development, IT service management (ITSM), or customer support (e.g., ITIL, CompTIA)

- Exposure to cloud-based platforms (AWS, Azure) and RESTful APIs in industrial applications

📌 Lead - Customer Support (Guduvanchery)
🏢 Digital Bright Technologies
📍 Guduvanchery