Lead Support Engineer

TELUS International is seeking a Lead AI Data Solution Technical Support professional who is highly skilled and customer-focused. In this role, you will be responsible for managing a team of technical support specialists, overseeing complex issue resolution, and contributing to process improvements to ensure high-quality service delivery and seamless customer experiences. The ideal candidate will have a strong technical foundation, logical thinking abilities, experience in managing support teams, and a passion for enhancing customer satisfaction. Responsibilities: - Lead and mentor a team of AI Data Solution Technical Support professionals. - Provide technical guidance and ensure timely and professional resolution of customer issues. - Conduct root cause analysis (RCA) on critical issues and implement preventive solutions. - Collaborate with engineering and product teams to resolve complex technical problems. - Develop and maintain technical documentation and knowledge base to enhance incident triaging and resolution efficiency. - Implement and enhance incident management processes, SLAs, and escalation protocols. - Ensure effective communication between support teams, development teams, and stakeholders. - Analyze customer issues to identify trends and suggest product or process enhancements. - Offer hands-on support for coding-related issues, debugging scripts, and database queries when necessary. - Train and mentor team members in troubleshooting methodologies, coding best practices, and database management. If you possess the required skills and have a knack for providing exceptional technical support while leading a team to success, we encourage you to apply for this exciting opportunity at TELUS International.,