Embedded Software Team Lead

Role : Support Lead- Embedded Systems

Location: Pune

5

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 (e.g.,Freshdesk, Jira), and monitoring tools to streamline support workflows.

Requirements

• Bachelor’s degree in Electronics

• Minimum 5

  years of total experience with at least 2–3 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.