Tech Support Lead

You will be working as a Tech Support Lead at Level AI's office in Noida, India. In this role, you will be responsible for overseeing technical support operations and contributing to the growth of the support team. Initially, you will handle customer tickets directly and later transition into a managerial position where you will lead and develop a team of support engineers. Your primary responsibilities will include automating processes using AI, gaining in-depth knowledge of product implementation, resolving complex customer support tickets during PST business hours, and documenting patterns and processes. You will also act as the main escalation point for urgent technical issues, build and expand the technical support team in Noida, and lead the hiring, onboarding, and training processes for support engineers. Additionally, you will be involved in developing operational processes, collaborating with cross-functional teams, and monitoring key support metrics to drive continuous improvement. To be successful in this role, you should have at least 5 years of experience in technical support roles within the SaaS or enterprise software industry, with a minimum of 2 years in a leadership position. Strong troubleshooting skills in areas such as APIs, cloud platforms, and log analysis are essential, along with proficiency in tools like Zendesk, Jira, or Salesforce. Excellent communication skills, the ability to work independently, and manage a globally distributed team are also required. Additionally, a Bachelor's degree in Computer Science or a related field, experience supporting enterprise clients, and familiarity with SQL, scripting languages, or ITIL certification are preferred qualifications. If you are someone who enjoys working in a dynamic startup environment, is ready to take on challenges, and aspires to grow into a senior leadership role, this opportunity at Level AI could be the perfect fit for you. Join us in shaping the future of AI-driven customer experience and be part of a team that is revolutionizing the contact center industry.,