Lead - Tech Support
- Spyne
- 5 - 8 years
- Noida, Gurugram
- 5 months ago
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Job Description
We are looking for a Tech Support Lead to join our high-growth, performance-driven team at Spyne. This role is crucial in ensuring seamless customer experiences by leading a team of tech support engineers to diagnose, resolve, and prevent complex software issues.
As part of our collaborative, office-first culture , you will take ownership from Day 1 , working closely with cross-functional teams to enhance Spyne s AI-powered Auto Retail solutions . If you thrive in a fast-paced, innovation-first environment and love solving real-world challenges , we d love to have you on board!
Why this role?
- Own a high-impact, high-visibility function in a rapidly scaling AI-powered Auto Retail company.
- Lead and mentor a team of Support Engineers , ensuring seamless issue resolution and proactive problem-solving.
- Drive operational excellence by implementing scalable support strategies that enhance customer satisfaction.
- Collaborate closely with Product, Engineering, and Customer Success teams to improve system reliability and user experience.
- Be part of a performance-driven, innovation-first culture that values speed, agility, and customer-centricity .
What will you do?
- Lead & Mentor - Guide a team of Tech Support Engineers, setting best practices for diagnosing, resolving, and documenting technical issues.
- Troubleshoot & Resolve - Analyze and troubleshoot complex software, API, and system-related issues, ensuring seamless customer experiences.
- Optimize Support Operations - Develop automated tools, scripts, and dashboards to improve troubleshooting efficiency and proactive issue resolution.
- Collaborate Cross-Functionally - Work closely with Engineering, Product, and Customer Success teams to escalate unresolved issues and drive product enhancements.
- Drive Continuous Improvement - Identify recurring issues, implement solutions at scale, and contribute to Spyne s AI-powered Auto Retail innovations.
What you must have?
Education & Experience
- BTech/BS/MS in Computer Science, Engineering, or a related field .
- 5-8 years of experience in Technical Support, System Administration, DevOps, or Software Engineering roles.
Technical Expertise
- Proficiency in troubleshooting APIs, databases (SQL/NoSQL), cloud-based infrastructure (AWS) , and system performance issues.
- Hands-on experience with scripting (Python, Bash, or Node.js) to automate support processes.
- Strong understanding of ElasticSearch, REST APIs, and distributed systems .
- Familiarity with Git, CI/CD pipelines, and deployment systems in an Agile environment.
Problem-Solving & Collaboration
- Strong command over troubleshooting methodologies, root cause analysis , and proactive issue resolution.
- Excellent analytical, communication, and stakeholder management skills.
- Ability to collaborate across Engineering, Product, and Customer Success teams to enhance the support experience.
Work Setup & Mindset
- Comfortable working in a high-performance, in-office environment with a customer-first mindset .
- Ability to work in rotational shifts
Job Classification
Industry: InternetFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Technical LeadEmployement Type: Full timeContact Details:
Company: SpyneLocation(s): Noida, Gurugram+ View Contact
Keyskills: Computer science Product engineering GIT Agile Distribution system Automotive SQL CRM Python System administration
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