Lead Technical Customer Support

Lead Technical Customer Support

About Novatro 

We're a growing and focused team that moves fast and builds with intention — passionate about creating a great culture and transforming how industrial operations run. Every person here has real ownership and real impact. Novatro is building an AI-powered Intelligent Manufacturing Platform that is reshaping how medium-to-large manufacturers operate across industries including oil & gas, aerospace, and defence.

The Opportunity 

To architect, build, mature and run the software technical support function for Novatro. You also build and mature the procedures that enhance customers' experience and boost their satisfaction and loyalty. The position closely works with and reports into the Novatro Engineering leadership.

Core Responsibilities

As the Lead of the Software Technical Customer support function at Novatro, your main responsibilities will be:

• Architecting and building from scratch the software technical support function for Novatro, and then run it
• Build the run-books for executing the L1, L2 L3, software technical support function that runs into multi 8-hourly shifts
• Working closely with the engineering leadership, ProductionOps and other cross-functional engineering teams, to address product issues and provide technical feedback.
• Supervising a team of technical support specialists, overseeing their work, and ensuring high-quality customer service.
• Developing and implementing support strategies and processes to improve efficiency and customer satisfaction.
• Define and implement metrics and KPIs to be able to quantify the performance dimensions – the product itself, tech support team engagement & performance, the customer pain & satisfaction indices, and such others
• Implement metrics guided, data-driven dashboards to quantify and infer incoming information for measuring performance and making decisions
• Drive continuous improvement in support operations and customer experience.

What You’ll Bring

• 10–18 years of overall experience, with the last 5 years experience working in a similar role and a software product company
• Extensive and hands-on technical knowledge and expertise in relevant software systems (Cloud SaaS) required for effectively building and running the software technical customer support function
• Proven experience in managing and prioritizing complex technical issues, ensuring timely resolution and customer satisfaction.
• Strong leadership and team management skills to mentor and motivate the support team, driving them towards achieving service excellence and departmental goals.
• Excellent communication and interpersonal abilities to collaborate with internal stakeholders, and clients, providing clear and concise technical guidance and resolving queries or escalations efficiently.

Compensation

We offer competitive compensation based on skills and experience, with clear opportunities for growth as Novatro scales. This is a fully remote, permanent full-time position open to candidates based in India, with occasional travel required.

Our Interview Process

As a key hire, we take our process seriously — and we expect you to as well. Shortlisted candidates will move through a comprehensive process that includes multiple interviews and hands-on skills assessments designed to evaluate relevant experience, technical depth and collaborative fit. 

Contact 

If you’re interested, please send your resume, and introduction to . Subject line: \"Lead Technical Customer Support - (Your Name)\". We look forward to hearing from you!