Technical Support Lead || Robotics || Automation || Gurugram

• About the Role
• We are looking for a Technical Support Team Lead to build and lead the Technical Support Group for a growing mobile robotics business.
• This is a hands-on leadership role for someone who understands what it takes to troubleshoot, commission and stabilise complex robotic and automation systems in real customer environments — while also building a capable technical support function around them.
• You will sit at the intersection of field operations, customers, technical support, quality and product engineering , taking ownership of complex L2 issues and ensuring problems are resolved systematically rather than repeatedly escalated upstream.
• This is an opportunity to build the function, the team and the operating playbook , not simply manage an existing support team.

• What You'll Own
• Build the TS function

Define the scope and operating model for L2 technical support.

Build the team structure, skill requirements, hiring plan and capability roadmap.

Establish clear triage and escalation processes.

Define technical standards, performance expectations and certification paths.

Develop SOPs, troubleshooting guides and knowledge-management practices.

Own complex technical issues

Take ownership of L2 technical escalations from field teams.

Diagnose complex issues across mechanical, electrical, controls and software interfaces.

Distinguish between site-execution issues and genuine product or engineering defects.

Drive structured root-cause analysis and ensure corrective actions are implemented.

Reduce dependency on product engineering for issues that can be independently resolved by TSG.

Field & Customer Support

Provide hands-on technical support for live customer deployments when required.

Work closely with installation, commissioning and site teams.

Lead recovery plans for technically challenging customer issues.

Communicate technical situations clearly to customers and internal stakeholders.

Build confidence through transparent, structured and time-bound resolution plans.

Validation & Deployment

Support pre-deployment and first-unit validation activities.

Ensure standard validation checks are completed before systems reach customer sites.

Work with Quality / V&V and Engineering to identify recurring issues and close the loop.

Help build repeatable validation and deployment processes across supported robot platforms.

Cross-functional Leadership

Work closely with Product Engineering, Design, Controls, Quality, PMO and Field Operations.

Establish effective boundaries between field support and product engineering.

Ensure recurring field issues are converted into engineering, product or process improvements.

Build visibility around support trends, escalations, resolution times and team capability.

What We're Looking For

10–14 years of experience in industrial automation, robotics, complex electromechanical systems or a closely related environment.

At least 4–5 years in L2/L3 technical support, field applications, commissioning, systems integration or complex technical escalation roles.

At least 3 years of engineering team leadership experience , including hiring, capability development and performance management.

Strong hands-on understanding of AMR / AGV / robotics or equivalent automation systems.

Working knowledge across multiple technical domains such as PLC, controls, electrical, mechanical, sensors, software and motion systems .

Significant exposure to customer-site commissioning, deployment and production stabilisation .

Experience diagnosing complex, multi-system failures rather than simply escalating them.

Strong understanding of structured RCA / problem-solving methodologies such as 5-Why, fault-tree analysis, FMEA or equivalent.

Experience working closely with product / engineering teams to resolve field issues.

Strong customer-facing communication and escalation-management skills.

Experience using ticketing / issue-management systems and structured workflows.

The role specifically requires someone who has spent meaningful time in the field and understands the realities of commissioning, customer environments and production stabilisation.

• You Will Be a Strong Fit If...
• You have worked in environments where:

A robot or automation system failed at a customer site and you personally helped diagnose it .

You have handled escalations that crossed mechanical, electrical, controls and software boundaries.

You have built or significantly improved a technical support / field engineering team.

You know how to decide what should be solved by support and what genuinely needs product engineering .

You are comfortable getting hands-on when the situation demands it.

You can turn recurring field problems into better processes, documentation and product feedback .

This Role Is Not For You If...

Your experience is primarily project management with limited technical depth.

You have only worked in office-based support without meaningful customer-site exposure.

You have been a field engineer but have never built or led a technical team.

Your default response to difficult technical issues is to escalate everything to engineering.

You are looking for a highly structured function to manage rather than a function you can help build.