Technical Support Engineer

Unbox Robotics; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Unbox Robotics in Pune, India, seeks a Level 4 Support Lead / Manager to drive robust site operations, establish scalable support processes, and lead high-performing teams across multiple locations.

The role emphasizes technical excellence, RCA, automation, KPI-driven delivery, and close collaboration with engineering, product, and operations teams. Candidates should have 7+ years in technical support and 3+ years in leadership, with exposure to JIRA, ServiceNow, and Power BI.

Qualifications

• 7+ years in technical support or site operations.
• 3+ years in leadership or managerial role.
• Experience in automation, robotics, manufacturing, or large-scale deployments (preferred).
• Exposure to JIRA, ServiceNow, Power BI, or similar platforms (preferred).

Responsibilities

• Lead on-site and off-site support activities across locations.
• Coordinate with engineering, product, and operations teams to stabilize site performance.
• Monitor site KPIs, TAT, uptime and service quality metrics.
• Design, implement, and standardize support processes, SOPs, and workflows.
• Drive automation for reporting, monitoring, and ticket management.
• Mentor, develop, and coach L1-L3 support teams and site engineers.

Skills

Technical Troubleshooting

Stakeholder Mgmt

Process Design

Team Leadership

KPI Tracking

Communication

Education

Bachelor's Degree

Tools

JIRA

ServiceNow

Power BI

Job description

Job Title: Level 4 (L4) Support Lead / Manager

Role Overview

The L4 Support Lead will be responsible for ensuring high-quality site operations, establishing robust support processes, and leading high-performing teams. This role requires strong technical expertise, leadership capability, and the ability to drive continuous improvement across support functions.

Key Responsibilities

1. Site Support Operations (40%)

• Lead and manage critical on-site and off-site support activities across multiple locations.
• Handle complex escalations and ensure timely resolution of high-impact issues.
• Coordinate with engineering, product, and operations teams to stabilize site performance.
• Monitor site KPIs, TAT, uptime, and service quality metrics.
• Support site go-lives, expansions, and hypercare phases.
• Conduct root cause analysis (RCA) and implement preventive actions.

2. Process Setup Optimization (20%)

• Design, implement, and standardize support processes, SOPs, and workflows.
• Establish escalation matrices, documentation standards, and compliance mechanisms.
• Drive automation initiatives for reporting, monitoring, and ticket management.
• Improve process hygiene, closure quality, and audit readiness.
• Create dashboards and analytics for performance tracking.

3. People Management Leadership (40%)

• Lead, mentor, and develop L1-L3 support teams and site engineers.
• Plan manpower allocation, shifts, and skill development programs.
• Conduct performance reviews, coaching sessions, and capability assessments.
• Drive team engagement, accountability, and ownership culture.
• Resolve conflicts and ensure high morale and productivity.
• Build succession plans and identify future leaders.

Key Skills Competencies

• Strong technical and operational troubleshooting skills
• Excellent stakeholder and customer management
• Process design and improvement expertise
• Team leadership and people development
• Analytical mindset with KPI-driven execution
• Strong communication and decision-making ability

Qualifications Experience

• Bachelor s degree in Engineering / Technology / Operations / Management
• 7+ years of experience in technical support, site operations, or service delivery
• 3+ years in a leadership or managerial role
• Experience in automation, robotics, manufacturing, or large-scale deployments (preferred)
• Exposure to tools like JIRA, ServiceNow, Power BI, or similar platforms (preferred)