Job Description
Techno-Commercial Lead – Technical Escalation & Customer Relations
Company
Smart Node
Location
Vadodara, Gujarat
Department
Customer Support & Technical Services
Experience
2 – 3 years
Employment Type
Full-time
About the Role
Smart 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 Path
Based 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.
Pay: ₹20,000.00 - ₹33,000.00 per month
Benefits:
- Flexible schedule
- Health insurance
- Leave encashment
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Education:
Location:
- Vadodara, Gujarat (Vadodara) (Required)
Work Location: In person
