Team Lead- Embedded Software
Team Lead- Embedded Software
Posted on :
13-07-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
Role : Support Lead- Embedded Systems
Location: Pune
Experience: Min.5years
Department: Customer Success / Support
Reports To: Head of Customer Experience
Type: Full-time
Role Summary
We are seeking a technically strong and customer-obsessed L2 Support Manager to lead our Level 2 support team. In this role you will manage escalated technical support for our IoT telematics devices and platforms ensuring timely resolution of complex issues and seamless communication between product engineering and customer-facing teams.
You will be instrumental in setting up and scaling processes tools and teams to provide exceptional customer support across hardware and software components.
Key Responsibilities
- Team Leadership: Manage mentor and grow a high-performing L2 support team.
- Incident Management: Own the resolution of complex technical issues escalated from L1 support including root cause analysis and coordination with product and engineering teams.
- Tech Expertise: Deep dive into firmware embedded systems cellular connectivity to identify and solve customer issues.
- Escalation Handling: Serve as the primary point of contact for major customer escalations working closely with cross-functional stakeholders.
- Process Optimization: Design and implement SOPs SLAs and KPIs for L2 support operations. Continuously improve workflows documentation and troubleshooting guides.
- Cross-Functional Liaison: Collaborate with product engineering QA and L1 support to close feedback loops and prioritize bug fixes or feature requests.
- Monitoring & Reporting: Track support metrics analyze trends and report actionable insights to senior management.
- Tooling: Work with ticketing systems ( Jira) and monitoring tools to streamline support workflows.
Requirements
- Bachelors degree in Electronics
- Minimum 5years of total experience with at least 23 years managing L2 technical support or customer engineering teams.
- Strong understanding of embedded systems IoT protocols (MQTT HTTP TCP/IP) GNSS/GPS CAN bus and cellular (2G/4G) communication.
- Excellent problem-solving communication and organizational skills.
- Proven ability to work under pressure in a high-growth startup environment.
- Excel and SQL knowledge
Preferred Qualifications
- Experience supporting fleet telematics automotive electronics or industrial IoT solutions.
- Knowledge of debugging firmware OTA updates and remote diagnostics.
- Familiarity with scripting (Python Shell) for log analysis and tool automation.
- Exposure to ITIL practices and customer SLAs.
Employment Type
Full Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
