Lead Customer Support Engineer

1 Month ago • 5-7 Years

Job Summary

Job Description

As the Lead Customer Support Engineer, you will lead the function to ensure customer issues are rapidly diagnosed, routed, and resolved, while also surfacing patterns and driving systemic fixes. You will be responsible for leading the L2 support function in India, coordinating cross-functional issue resolution, designing and implementing scalable support processes, driving operational rigor, filtering signal from noise, acting as the voice of the customer, and delivering concise executive reporting. This role involves hands-on troubleshooting and strategic support improvements to ensure customer satisfaction and system health.

Must have:

5-7 years of experience in customer support or technical account management.
Experience in coordinating cross-functional issue resolution.
Comfortable managing day-to-day firefighting and strategic support improvements.
Ability to think analytically and act operationally.
Strong communicator across teams and time zones.
Ability to identify and automate repetitive tasks and surface insights in real time.

Perks:

A mission that matters, protecting critical infrastructure and lives.
A global team of the best and brightest.
A seat at the table to shape support model and customer experience.
Fast-moving, respectful culture.

6 skills required

6 skills required for this role

Add these skills to join the top 1% applicants for this job

shell

jira

data-science

account-management

cross-functional

saas-business-models

Job Details

About AiDASH

AiDASH is making critical infrastructure industries climate-resilient and sustainable with satellites and AI. Using our full-stack SaaS solutions, customers in electric, gas, water utilities, transportation, and construction are transforming asset inspection and maintenance - and complying with biodiversity net gain mandates and carbon capture goals. AiDASH exists to safeguard critical infrastructure and secure the future of humanAIty™. Learn more at www.aidash.com

We are a Series C climate tech startup backed by leading investors, including Shell Ventures, National Grid Partners, G2 Venture Partners, Duke Energy, Edison International, Lightrock, Marubeni, among others. We have been recognized by Forbes two years in a row as one of “America’s Best Startup Employers.” We are also proud to be one of the few climate software companies in Time Magazine’s “America’s Top GreenTech Companies 2024”. Deloitte Technology Fast 500™ recently ranked us at No. 12 among San Francisco Bay Area companies, and No. 59 overall in their selection of the top 500 for 2024.

Join us in Securing Tomorrow!

The Role

Our customers rely on AiDASH to keep the power on, protect biodiversity, and safeguard lives and livelihoods. When they raise an issue, it’s not a “ticket”—it’s a risk to their operations and reputation. That’s where you come in.

As our first dedicated Lead Customer Support Engineer, you will lead the function that ensures customer issues are rapidly diagnosed, routed, and resolved, while also surfacing patterns, driving systemic fixes, and shaping how we scale support across our global business. This is a hands-on, high-stakes role. You’re not here to run a help desk. You’re here to lead the nerve centre of our customer response.

How you'll make an impact:

Lead and scale our L2 support function in India, serving as the primary owner of escalated issues from US-based L1 support and customers.
Roll up your sleeves: Dive into logs, trace system behaviors, frame hypotheses, and deliver fixes yourself to start with
Coordinate across engineering, product, data science, and customer success to ensure complex problems are solved quickly and visibly.
Design and implement scalable support processes to streamline how we triage, diagnose, and resolve issues—eliminating ambiguity and closing gaps in current workflows.
Drive operational rigor: Ensure tickets are triaged, tracked, and resolved with quality and urgency. No black holes.
Filter signal from noise: Spot trends across support needs, uncover systemic or recurring issues, and recommend product or process improvements.
Act as the voice of the customer in post-incident analysis, product feedback, and cross-functional planning.
Deliver concise executive reporting on support trends, key customer pain points, and overall system health.
Own SLAs, but don’t be bound by them: You’ll do what it takes to keep our field users working, even when that means working odd hours or chasing down the right owner across time zones.

What we're looking for:

A hands-on technical leader with 5-7 years of experience in customer support, technical account management, or solutions engineering—ideally in a SaaS or startup environment.
Experienced in coordinating cross-functional issue resolution—you know how to get things fixed even when you don’t own the code.
Comfortable managing the day-to-day firefighting while keeping an eye on strategic support improvements.
Able to think analytically and act operationally—whether triaging a ticket or preparing a quarterly support trends deck.
A strong communicator across teams and time zones; fluent in customer urgency and technical accuracy.
Ability to identify and automate repetitive tasks and surface insights in real time. Ideally experienced with support tooling, process design, and reporting frameworks (Jira, Freshdesk, analytics platforms, etc.).

What you'll love:

A mission that matters—your work protects critical infrastructure and lives.
A global team of the best and brightest across AI, product, field ops, and science.
A seat at the table to shape how AiDASH scales its support model and customer experience.
A fast-moving, respectful culture where outcomes speak louder than org charts.

We are proud to be an equal-opportunity employer. We are committed to embracing diversity and inclusion in our hiring practices, and we promote a work environment where everyone, from any race, color, religion, sex, sexual orientation, gender identity, or national origin, can do their best work.

We are committed to providing an inclusive and accessible interview experience for all candidates. Please let us know if you require any accommodation during the interview process, and we will make every effort to meet your needs.