Lead Support Engineer

As a highly skilled and customer-focused Lead AI Data Solution Technical Support professional at TELUS International, your role is crucial in ensuring high-quality service delivery. Your combination of technical expertise, leadership skills, and problem-solving capabilities will be essential in managing a team of technical support specialists and overseeing complex issue resolution to guarantee seamless customer experiences. **Key Responsibilities:** - Lead and mentor a team of AI Data Solution Technical Support professionals. - Provide technical guidance and ensure the resolution of customer issues in a timely and professional manner. - 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 improve incident triaging and resolution efficiency. - Implement and improve incident management processes, SLAs, and escalation protocols. - Ensure seamless communication between support teams, development teams, and stakeholders. - Analyse customer issues to identify trends and propose product or process enhancements. - Provide hands-on support for coding-related issues, debugging scripts, and database queries when needed. - Train and guide team members in troubleshooting methodologies, coding best practices, and database management. If you have a strong technical foundation, logical thinking abilities, experience in managing support teams, and a passion for improving customer satisfaction, this opportunity is ideal for you. Apply now to make a significant impact in the field of AI data solutions technical support at TELUS International.,