Job Description
We are looking for a Tech Support Lead to join our high-growth, performance-driven team at Spyne. This role is crucial in ensuring seamless customer experiences by leading a team of tech support engineers to diagnose, resolve, and prevent complex software issues.
As part of our collaborative, office-first culture, you will take ownership from Day 1, working closely with cross-functional teams to enhance Spyne’s AI-powered Auto Retail solutions. If you thrive in a fast-paced, innovation-first environment and love solving real-world challenges, we’d love to have you on board! 🚀
📍 Location: Gurugram (Work from Office, 5 days a week)
🌎 Shift Timings: US Shift (6 PM – 3 AM IST)
🚀 Why this role?
- Own a high-impact, high-visibility function in a rapidly scaling AI-powered Auto Retail company.
- Lead and mentor a team of Support Engineers, ensuring seamless issue resolution and proactive problem-solving.
- Drive operational excellence by implementing scalable support strategies that enhance customer satisfaction.
- Collaborate closely with Product, Engineering, and Customer Success teams to improve system reliability and user experience.
- Be part of a performance-driven, innovation-first culture that values speed, agility, and customer-centricity.
What will you do?
- Lead & Mentor – Guide a team of Tech Support Engineers, setting best practices for diagnosing, resolving, and documenting technical issues.
- Troubleshoot & Resolve – Analyze and troubleshoot complex software, API, and system-related issues, ensuring seamless customer experiences.
- Optimize Support Operations – Develop automated tools, scripts, and dashboards to improve troubleshooting efficiency and proactive issue resolution.
- Collaborate Cross-Functionally – Work closely with Engineering, Product, and Customer Success teams to escalate unresolved issues and drive product enhancements.
- Drive Continuous Improvement – Identify recurring issues, implement solutions at scale, and contribute to Spyne’s AI-powered Auto Retail innovations.
What you must have?
🔹 Education & Experience
- BTech/BS/MS in Computer Science, Engineering, or a related field.
- 5-8 years of experience in Technical Support, System Administration, DevOps, or Software Engineering roles.
🔹 Technical Expertise
- Proficiency in troubleshooting APIs, databases (SQL/NoSQL), cloud-based infrastructure (AWS), and system performance issues.
- Hands-on experience with scripting (Python, Bash, or Node.js) to automate support processes.
- Strong understanding of ElasticSearch, REST APIs, and distributed systems.
- Familiarity with Git, CI/CD pipelines, and deployment systems in an Agile environment.
🔹 Problem-Solving & Collaboration
- Strong command over troubleshooting methodologies, root cause analysis, and proactive issue resolution.
- Excellent analytical, communication, and stakeholder management skills.
- Ability to collaborate across Engineering, Product, and Customer Success teams to enhance the support experience.
🔹 Work Setup & Mindset
- Comfortable working in a high-performance, in-office environment with a customer-first mindset.
- Ability to work in rotational shifts
Why is Spyne an Employee-Centric Company? 🚀
At Spyne, we don’t just offer jobs—we build careers in a thriving, people-first environment. Here’s what makes us stand out:
- Hassle-Free Commute – Enjoy a safe & comfortable cab drop service for night shift employees. No stress, just seamless travel.
- Power-Packed Dinners – Stay energized with freshly prepared meals every shift, because great work deserves great food!
- Comprehensive Health & Life Coverage – We care about you and your loved ones! Benefit from GMC, GPA, and GTLI coverage, ensuring peace of mind for you and your family.
- Performance-Driven Growth – Your efforts matter! We foster a high-impact, innovation-first culture, ensuring fast career progression and opportunities to take ownership from Day 1.
- Elevate Learning & Development – Stay ahead with our exclusive Elevate program, granting access to LinkedIn Learning’s vast repository, mentorship programs, and hands-on AI-driven projects to upskill every day.
- Work from Office Advantage – Immerse yourself in an environment where collaboration, creativity, and growth happen in real time. Our high-energy, office-first culture fuels innovation and teamwork like nowhere else.
Why Spyne?
- Strong Culture: A supportive and collaborative work environment.
- Transparency & Trust: High levels of autonomy and trust in decision-making.
- Competitive Salary & Equity: Stock options for top performers.
- Dynamic Growth Environment: Join us and thrive in a fast-paced, high-growth setting that challenges and accelerates your professional development.
If you thrive in a fast-paced, innovation-driven setup and love solving complex tech challenges, this role is for you! 🚀
