Technical Customer Support Lead

Job Description

Job Title

Technical Customer Support Lead

Company

Canvendor

Employment Type

Full-time

Experience
5–7 Years
Domain
Automotive
Mobility
Vehicle Insights
SaaS Customer Support
Job Summary

Canvendor is looking for a Technical Customer Support Lead to drive customer support excellence by managing technical support operations, resolving complex customer issues, analyzing operational data, and improving support processes. The ideal candidate should have strong SaaS technical support experience, excellent analytical skills, and the ability to collaborate with global teams.

Key Responsibilities
Customer Support
Lead technical customer support operations.
Resolve complex customer issues efficiently.
Ensure high-quality customer experience.
Continuously improve customer support processes.
Take ownership of assigned tasks and deliver timely resolutions.
Technical Support
Provide support for technical systems and applications.
Troubleshoot API-related issues.
Utilize SQL for investigation and data analysis.
Support operational workflows involving technical platforms.
Data Analysis
Analyze large datasets using Microsoft Excel.
Identify operational trends and recurring issues.
Perform root cause analysis (RCA).
Provide data-driven recommendations for process improvements.
Process Improvement
Recommend operational enhancements based on customer feedback and analytics.
Improve customer support efficiency and quality.
Ensure adherence to quality standards and data security practices.
Collaboration
Work effectively with cross-functional teams.
Collaborate with global stakeholders across multiple time zones.
Maintain partial overlap with US business hours.
Required Qualifications
Bachelor’s Degree in Engineering, Computer Science, Information Technology, Business, or a related discipline.
Experience Required
5–7 years in:
SaaS Technical Support
Customer Operations
Technical Customer Support
Project-focused Customer Support roles
Required Technical Skills
Technical Support
SaaS platforms
APIs
SQL (Intermediate)
Microsoft Excel (Advanced)
Data Analysis
Root Cause Analysis (RCA)
Customer Operations
Reporting
Technical troubleshooting
Preferred Technical Skills
Jira Service Desk
Support ticketing systems
Project configuration
Reporting dashboards
Customer invoicing
Billing operations
Finance operations
B2B SaaS environments
Required Soft Skills
Self-motivated and proactive
Strong ownership mindset
Excellent verbal communication
Excellent written communication
Problem-solving skills
Analytical thinking
Organizational skills
Time management
Attention to detail
Ability to manage multiple priorities
Cross-functional collaboration
Adaptability
Preferred Candidate Profile
Experience in Automotive or Mobility technology.
Strong customer-first mindset.
Passion for process improvement.
Ability to work independently in a fast-paced environment.
Commitment to quality, accuracy, and data security.
Work Schedule
Must be available for partial overlap with US business hours.
How to Apply

Interested candidates can share their updated resume to:

Email: ramas@canvendor.com