Lead - Customer Support

DIGITAL BRIGHT TECHNOLOGIES; Chennai District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

DIGITAL BRIGHT TECHNOLOGIES is seeking a Lead - Customer Support to bridge between our technical teams and stakeholders. You will troubleshoot complex manufacturing software issues, guide system integrations, and drive continuous service improvements in a high-precision manufacturing environment.

You will mentor junior staff, manage support workflows, and contribute to product feedback loops to enhance customer satisfaction and operational efficiency.

Qualifications

• 1–3 years of progressive experience in technical customer support or related roles in manufacturing/industrial tech.
• Proven proficiency in Java and C++ with debugging, system integration, and software troubleshooting experience.
• Bachelor’s degree in Computer Science, Engineering, or a related technical field (or equivalent practical experience).
• Familiarity with industrial automation systems (SCADA, MES, ERP) is a strong advantage.

Responsibilities

• Lead day-to-day customer support operations for manufacturing software systems, including real-time issue triage and escalation management.
• Serve as the technical escalation point for complex system errors, using Java and C++ to analyze logs, debug code, and coordinate fixes with development teams.
• Develop and maintain 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 make proactive improvements.
• Mentor and guide junior support staff, promoting accountability and customer-centric service.
• Conduct regular post-incident reviews and contribute to RCA reports.
• Contribute to product feedback and usability improvements by relaying customer insights.

Skills

Java

C++

Communication skills

Problem-solving

Leadership

Education

Bachelor’s degree in Computer Science or Engineering

Tools

Jira

ServiceNow

Git

Job description

Guduvanchry Chennai, India | Posted on 03/11/2026

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

• 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, ServiceNow) 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