AI - Tech Support Lead

As a Tech Support Lead at Level AI in Noida, India, you will play a crucial role in revolutionizing the contact center industry with cutting-edge AI technology. Your primary responsibility will be to take ownership of technical support and help scale the support function by resolving customer tickets and leading a team of support engineers. Initially, you will be hands-on in resolving customer tickets during Pacific Standard Time (PST) business hours while developing deep expertise in product implementation, usage, and documenting patterns and processes. You will also serve as the primary escalation point for urgent technical issues and work towards automating processes using AI. As Level AI grows, your role will evolve into a full-time manager position where you will be responsible for hiring, onboarding, and training support engineers, as well as developing and implementing operational processes and playbooks. Collaboration with Product, Engineering, and Customer Delivery teams to escalate and resolve product-related issues will be essential. Key responsibilities include leading a technical support team, owning support metrics (CSAT, CES, SLA adherence, FRT, TTR), creating internal documentation and external knowledge base articles, and fostering a culture of accountability, ownership, and customer advocacy. You will transition out of ticket ownership over time as the team grows and matures. To qualify for this role, you should have at least 5 years of experience in technical support roles, preferably in SaaS or enterprise software, and 2+ years in a team lead or supervisor position. Strong troubleshooting skills in areas like APIs, cloud platforms, and log analysis are required, along with experience working with tools like Zendesk, Jira, Salesforce, or similar platforms. Excellent written and verbal communication skills, the ability to work independently, and comfort working PST hours are essential. Preferred qualifications include a 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, and ITIL certification or formal training in support operations. If you are a passionate individual who thrives in a startup environment, wants to shape the future of AI-driven customer experience, and grow into a senior leadership role, this is a unique opportunity to join Level AI and make a significant impact.,