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Job Description
Aisera is seeking a Technical Support Lead/Manager to lead its global Technical Support team. The ideal candidate will be hands-on with technical challenges, mentor engineers, and build scalable support processes. This role requires working from 5:30 PM to 2:30 AM IST, aligning with US time zones.He/she will be responsible for:- Leading, coaching, and growing a team of Technical Support Engineers.
- Managing the resolution lifecycle of high-priority customer issues.
- Serving as the primary escalation point for critical incidents.
- Troubleshooting issues related to product functionality, configurations, APIs, and integrations.
- Collaborating with Product, Engineering, and Customer Success teams.
- Designing and optimizing support workflows and tools.
- Tracking and reporting on key performance metrics.
- Developing internal knowledge bases and training resources.
- Driving continuous improvement in support quality and customer experience.
- Participating in hiring, onboarding, and performance management.
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- 10+ years of experience in technical support roles, with at least years in a leadership capacity.
- Experience managing support teams in a SaaS or enterprise software environment.
- Strong understanding of REST APIs, JSON, authentication protocols (OAuth, SAML, SSO), and common integration patterns.
- Proficiency in scripting languages (e.g., Python, JavaScript, Bash) for automation and diagnostics.
- Familiarity with cloud platforms (AWS, Azure) and monitoring tools.
- Experience with support systems like Zendesk, Jira, ServiceNow.
- Excellent analytical, communication, and conflict-resolution skills.
- Knowledge of Generative AI concepts and Prompt Engineering is a plus.
- Opportunity to lead and grow a global Technical Support team.
- Chance to work with cutting-edge AI Copilot solutions.
- Collaborative and customer-first work environment.
