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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
