SmartNode
Website:
smartnode.in
Job details:
Job Description
Techno-Commercial Lead – Technical Escalation & Customer Relations
About the RoleSmart 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 ResponsibilitiesTechnical 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 clear 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 technical understanding of the product/domain (electronics / IoT / industrial products – specify as applicable).
• Strong communication skills in the Gujarati, Hindi and English.
• Ability to manage customer relationships with patience, empathy, and professionalism.
• Comfortable coordinating with internal technical/engineering teams and following up persistently to closure.
• Good documentation habits and attention to detail.
• Bachelor's degree in Electronics and Communication, Electrical or equivalent practical experience.
Key Attributes• Proactive and accountable — follows through on commitments without being chased.
• Calm and solution-oriented under pressure, especially during customer escalations and visits.
• Balances technical thinking with relationship/commercial sensitivity.
• Willing to learn and grow into a larger team-leadership role over time.
Growth PathBased on performance and demonstrated ownership, this role has a defined path toward formal leadership of the Support Team, including direct management responsibilities, within 6–12 months.
Click on Apply to know more.