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Open nowPosted 30 hours ago

Technical Support Engineer

UNBOXROBOTICS LABS PRIVATE LIMITED20 open roles

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Your applicationOpen nowTechnical Support EngineerUNBOXROBOTICS LABS PRIVATE LIMITED

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The clock on this job

Early applications get read.

11.8% of postings close within 7 days. Measured by our own scanner across the market. UNBOXROBOTICS LABS PRIVATE LIMITED postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.8%7 days
  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: posted 30 hours ago

UNBOXROBOTICS LABS PRIVATE LIMITED median: 1 days open

The posting

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)
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