Lead - Customer Support

Summary: We are seeking a dynamic and detail-oriented Lead

• Customer Support professional to join our manufacturing operations team. In this pivotal role, you will serve as the primary liaison between our technical teams and internal/external stakeholders, ensuring seamless communication, rapid issue resolution, and exceptional customer satisfaction. With a strong foundation in software development principles and hands-on experience in Java and C++, you will play a critical role in troubleshooting complex technical issues related to manufacturing systems, supporting system integrations, and driving continuous improvement in service delivery. This position demands a rare blend of technical expertise and interpersonal finesse—someone who can translate complex engineering concepts into clear, actionable guidance for non-technical users. Your leadership in managing support workflows, mentoring junior team members, and contributing to product feedback loops will directly impact operational efficiency and customer trust within a high-precision manufacturing environment.

Responsibilities

Lead day-to-day customer support operations for manufacturing software systems, including real-time issue triage and escalation management Serve as technical escalation point for complex system errors, leveraging expertise in Java and C++ to analyze logs, debug code, and coordinate fixes with development teams Develop and maintain comprehensive knowledge base articles, troubleshooting guides, and training materials for internal and external users Collaborate with cross-functional teams (engineering, QA, product, operations) to prioritize and resolve recurring technical issues Monitor system performance and customer feedback to identify trends and recommend proactive improvements Mentor and guide junior support staff, fostering a culture of accountability, continuous learning, and customer-centric service Conduct regular post-incident reviews and contribute to root cause analysis (RCA) reports Act as a key contributor to product enhancement initiatives by relaying customer insights and usability feedback Requirements Requirements: 1–3 years of progressive experience in technical customer support, software support, or systems engineering within a manufacturing or industrial technology environment Proven proficiency in Java and C++ with demonstrated experience in debugging, system integration, and software troubleshooting Exceptional communication skills—able to articulate complex technical issues clearly and concisely to both technical and non-technical audiences Strong problem-solving mindset with the ability to work under pressure and manage multiple high-priority tasks simultaneously Experience with issue tracking systems (e.

g., Jira, Service. Now) and version control tools (e.g., Git) Bachelor’s degree in Computer Science, Engineering, or a related technical field (or equivalent practical experience) Familiarity with industrial automation systems, SCADA, MES, or ERP platforms is a strong advantage Willingness to work flexible hours, including occasional on-call support during critical system deployments or outages Preferred Qualifications: Experience working in a fast-paced manufacturing or industrial technology setting Certification in software development, IT service management (ITSM), or customer support (e.

g., ITIL, CompTIA) Exposure to cloud-based platforms (AWS, Azure) and RESTful APIs in industrial applications