Tech Support Lead

Job Description

Location: Noida, India Employment Type: Full-time Work Hours: Must be available to work during Pacific Standard Time (PST) business hours About Level AI - Level AI is revolutionizing the contact center industry with cutting-edge AI technology. Our AI-native platform helps enterprises extract deep insights from customer interactions, turning every conversation into a strategic asset. Backed by top-tier investors and trusted by leading global brands, Level AI is the most adaptive and forward-thinking solution in the market. We’re growing fast and are looking for passionate individuals who want to shape the future of AI-driven customer experience. About The Role - We’re looking for a Tech Support Lead in our Noida office to take ownership of technical support and help scale our support function. This is a hybrid role —you will initially own and resolve customer tickets directly, while also building and leading a team of support engineers.As Level AI grows, your focus will shift from being a hands-on contributor to becoming a full-time manager responsible for growing and leading a high-performing technical support team. This is a unique opportunity for someone who thrives in a startup environment, wants to roll up their sleeves, and grow into a senior leadership role. Key Responsibilities: Hire AI to automate as many processes as possible Develop deep expertise in product implementation, usage, and troubleshooting Resolve complex customer support tickets during PST business hours while documenting patterns and processes Serve as the primary escalation point for urgent technical issues Build and scale a technical support team in Noida Lead hiring, onboarding, and training of support engineers Develop and implement operational processes, workflows, and playbooks Collaborate with Product, Engineering, and Customer Delivery teams to escalate and resolve product-related issues Own key support metrics (CSAT, CES, SLA adherence, FRT, TTR) and drive continuous improvement Create internal documentation and external knowledge base articles Foster a culture of accountability, ownership, and customer advocacy Transition out of ticket ownership over time as the team grows and matures Requirements : 5+ years in technical support roles, preferably in SaaS or enterprise software 2+ years in a team lead, supervisor, or player-coach role Strong troubleshooting skills in areas like APIs, cloud platforms, and log analysis Experience working with tools like Zendesk, Jira, Salesforce, or similar platforms Excellent written and verbal communication skills Ability to work independently and manage a globally distributed team Comfortable working PST hours Preferred Qualifications : Bachelor’s degree in Computer Science, Engineering, or a related field Experience supporting enterprise or B2B clients Familiarity with SQL, scripting (Python/Bash), or log management tools ITIL certification or formal training in support operations is a plus Show more Show less