Tech Lead

Job Description

Lead implementation and technical support of internal content intelligence and authoring platforms. Oversee platform maintenance, upgrades, and third-party integration activities. Ensure adherence to defined SLAs for L1, L2, and L3 technical support issues. Manage periodic updates of AI/ML models for content auto-tagging and deconstruction. Collaborate with cross-functional teams across global time zones (US, EU, APAC). Drive onboarding and enablement initiatives across multiple geographies and business units. Supervise IT service management processes including ticket handling and resolution tracking. Deliver technical documentation and lead knowledge transfer efforts. Act as escalation point for platform-related technical challenges and optimization. Align with internal stakeholders to manage access, compliance, and deployment approvals. Must Have 8-12 years of experience in SaaS platform implementation and support, ideally in regulated industries. Solid understanding of AI/ML technologies applied in content operations or modular architecture. Proven expertise in managing technical support teams and ITSM-based service delivery. Experience with enterprise content platforms and integration with marketing/CRM systems. Familiarity with content tagging workflows and structured content authoring tools. Strong communication and stakeholder management across technical and business teams. Ability to drive training readiness and support localization for international markets. Exposure to cloud-based systems (AWS, GCP, or Azure) and enterprise data handling. Demonstrated success in supporting large-scale platform rollouts across global teams. Analytical, proactive mindset with focus on scalability, user adoption, and service excellence.