About Us: At gathr.ai, we are transforming the way enterprises build and deploy data and AI solutions. With our innovative Data+AI fabric, we’re enabling organizations to harness the power of their data, large language models (LLMs) and no code applications effortlessly, ensuring they stay ahead in the rapidly evolving AI landscape. As we continue our global expansion, we need a visionary leader to shape and amplify our voice across the world. If you’re passionate about solving customer problems, strategic communication, and making an impact on a grand scale, this is the opportunity you've been waiting for. Job Title: Manager – L0/L1/L2 Technical Customer Support Qualification: Experience: 12-15 years Education – B.E.(IT/CS), MCA About the Role: You will be building and managing a team of technical support engineers who serve as the first point of contact for customers looking for technical assistance over the phone, chat or email (via a ticketing portal). Your work will involve a combination of expertise in Software Applications, OS, Hardware, Networking Infrastructure, Cloud Infrastructure, Storage, Customer Training and Technical Support leveraging ITSM processes. Your team will be performing remote troubleshooting through diagnostic techniques, logs analysis and pertinent questions & finding the best solution based on the issue and details acquired from customer within committed SLA’s. Roles & Responsibilities: Build and manage a team to deliver L0/L1/L2 support 24x7 to customers globally Meet or beat customer SLA’s as per signed contracts Develop expertise in understanding and using new product features Diagnose customer reported problems or configuration issues and recommend possible solutions within agreed SLAs Establish structures and processes to escalate to appropriate Product Development personnel for level 3 support. Work with Quality Assurance teams to provide real world customer feedback and identify product bugs proactively. Help customers use the product effectively to gain maximum value from the product Provide technical reviews of user documentation, product requirements documents, product videos and other functional specifications. Assist with knowledge-sharing initiatives as well as product release training and documentation. Minimize the occurrence of repetitive issues and drive information on the community knowledge-base for low touch support engagement License management Periodic calls with high value customers to assess issues, product pulse and build partnership from a support perspective Required Skills: Candidates with experience in following - Linux / Windows Administrations, Cloud technologies – AWS/Azure/GCP/OCI/Databricks/Snowflake, LAN technologies (Good to have) Candidates with certification will be preferred Hands on Experience in deployment and maintaining of product staging Infrastructure including -Desktops, Servers, Virtual Machines, Cloud Experience in Python Experience in performance monitoring using SNMP, WMI, SysLogs Experience in using monitoring tools like Nagios or others Experience/Knowledge in ticketing tool for issue tracking, reporting. (Must have) Excellent written, verbal communication and presentation skills (Must have) Strong organizational skills and ability to work independently. Experience of working with End Users (Must have) Team building and management skills Willingness to travel Show more Show less
At gathr.ai, we are revolutionizing the way enterprises develop and implement data and AI solutions. Our cutting-edge Data+AI fabric empowers organizations to leverage their data, large language models (LLMs), and no-code applications seamlessly, ensuring they remain at the forefront of the rapidly evolving AI landscape. As we expand globally, we are seeking a forward-thinking leader to shape and amplify our presence worldwide. If you are dedicated to solving customer challenges, strategic communication, and making a significant impact on a large scale, this is the perfect opportunity for you. You will oversee the team of technical support engineers responsible for providing initial technical assistance to customers via phone, chat, or email through a ticketing portal. Your role will require expertise in Software Applications, OS, Hardware, Networking Infrastructure, Cloud Infrastructure, Storage, Customer Training, and Technical Support utilizing ITSM processes. Your team will conduct remote troubleshooting using diagnostic techniques, log analysis, and relevant questions to identify the best solutions based on customer information within agreed SLAs. Key Responsibilities: - Lead and manage a team to deliver L0/L1/L2 technical support 24x7 to customers globally - Ensure compliance with customer SLAs as per contractual agreements - Develop proficiency in understanding and utilizing new product features - Diagnose customer-reported problems or configuration issues and propose potential solutions within agreed SLAs - Establish procedures and channels to escalate issues to appropriate Product Development teams for level 3 support - Collaborate with Quality Assurance teams to offer real-world customer feedback and proactively identify product bugs - Support customers in effectively utilizing the product to maximize its value - Provide technical evaluations of user documentation, product requirements documents, and functional specifications - Contribute to knowledge-sharing initiatives, product release training, and documentation - Reduce the recurrence of common issues and contribute to the community knowledge-base for streamlined support - Manage license agreements - Conduct regular meetings with key customers to address issues, understand product needs, and foster partnerships from a support standpoint Requirements: - 12-15 years of experience - B.E. in IT/CS or MCA - Proficiency in Linux/Windows Administration, Cloud technologies (AWS/Azure/GCP/OCI/Databricks/Snowflake), and LAN technologies - Hands-on experience in deploying and maintaining product staging Infrastructure including Desktops, Servers, Virtual Machines, and Cloud - Proficiency in Python - Experience in performance monitoring using SNMP, WMI, SysLogs - Familiarity with monitoring tools like Nagios or equivalent - Knowledge of ticketing tools for issue tracking and reporting - Strong written, verbal communication, and presentation skills - Excellent organizational skills and ability to work independently - Experience in working directly with End Users - Team management and leadership abilities - Willingness to travel as needed If you are a dynamic professional with a passion for driving technical support excellence and contributing to global customer success, we invite you to join our team at gathr.ai and be a part of our exciting journey in shaping the future of data and AI solutions.,