Tech Support Lead

Who are we?

At Spyne, we are on a mission to revolutionize automotive retailing using Generative AI-powered solutions that enhance car visuals, transforming them into premium studio-quality images. Our solutions empower dealerships and marketplaces across the US & Europe, driving increased customer engagement, showroom visits, and ultimately, higher sales.

Backed by Accel Partners, Storm Ventures, and industry-leading founders, Spyne is among the top Gen AI startups from India that have successfully commercialized AI for global impact.

📖 Read more about us:

• Product: t.ly/TMHVQ
• Recent Growth: t.ly/bOv3D

What are we looking for?

We are looking for a Tech Support Lead to drive customer-centric support operations and lead a team of tech support engineers in diagnosing, resolving, and preventing complex software issues. This role is crucial in enhancing Spyne’s AI-powered solutions, ensuring high availability, scalability, and seamless customer experiences.

Key Responsibilities

Technical Leadership & Troubleshooting

• Lead the Tech Support team, setting best practices for diagnosing, resolving, and documenting technical issues.
• Analyze and troubleshoot complex software, API, and system-related issues for customers.
• Develop automated tools, scripts, and dashboards to optimize troubleshooting efficiency.
• Collaborate with engineering teams to escalate unresolved issues and contribute to long-term product improvements.

Process Optimization & Strategy

• Define SLA (Service Level Agreements) and ensure timely resolution of issues in alignment with business goals.
• Implement proactive monitoring systems for early detection and resolution of technical issues.
• Optimize and document support workflows, improving operational efficiency.
• Identify and drive continuous improvement initiatives to enhance customer support.

Customer & Stakeholder Communication

• Serve as the primary point of escalation for major incidents and high-priority customer issues.
• Communicate complex technical resolutions in a clear and concise manner to customers and internal stakeholders.
• Provide insights and feedback to engineering & product teams to enhance product stability.

Team Management & Mentorship

• Hire, train, and mentor a high-performing Tech Support team.
• Conduct regular performance reviews, training sessions, and knowledge-sharing activities.
• Foster a culture of ownership, collaboration, and continuous learning within the team.

What You Must Have

• BTech/BS/MS in Computer Science, Engineering, or a related field.
• 3-5 years of experience in Technical Support / DevOps / Software Engineering roles.
• Proficiency in Node.js or Python, SQL/NoSQL, ElasticSearch, REST API troubleshooting.
• Strong command over Data Structures, Algorithms, OOD, and Design Patterns.
• Expertise in Cloud Platforms (AWS) and cloud-based infrastructure management.
• Experience with high-availability, low-latency, and large-scale distributed systems.
• Hands-on experience with Git, deployment systems, and Agile methodologies.
• Ability to work comfortably in US Shift (6:00 PM - 3:00 AM).
• Excellent analytical, problem-solving, and communication skills with a strong customer-first mindset.

Why Join Spyne?

✅ Be part of a fast-growing, venture-backed startup disrupting the automotive industry with AI.

✅ Lead and shape the tech support function with end-to-end ownership.

✅ Meritocratic culture with autonomy, accountability, and leadership opportunities.

✅ Work with top-tier AI engineers, product teams, and global clients.

✅ Competitive compensation, best-in-class benefits, and access to cutting-edge tools.