Accountabilities:

Build and lead the Technical Support Engineering function: Recruit, develop, and manage a high-performing team of technical support engineers, establishing strong technical standards across SQL, APIs, debugging, and cloud data systems while remaining directly involved in complex customer investigations.

Develop a distributed support organization: Expand and manage geographically distributed teams, initially focusing on India, and establish sustainable staffing models, coverage strategies, and resource allocation based on workload, industry benchmarks, and operational economics.

Build an AI-native support organization: Design and implement AI-assisted workflows for issue intake, triage, investigation, and diagnostics, leveraging approved knowledge bases, logs, telemetry, and authorized customer information to improve resolution speed and consistency.

Ensure responsible AI implementation: Evaluate AI-powered support solutions against real customer cases, establish privacy controls, permissions, human approval processes, and escalation procedures, and progressively expand automation based on measurable improvements in quality and productivity.

Own the end-to-end customer support experience: Oversee the entire support lifecycle, from initial intake and prioritization through technical investigation, escalation, resolution, and customer communication, ensuring clear ownership and seamless handoffs between support levels and other teams.

Manage service levels and incident response: Establish and maintain service standards, including reliable 24/7 critical incident coverage, structured escalation paths, sustainable on-call rotations, backup coverage, and effective recovery practices following overnight incidents.

Strengthen knowledge management and automation: Modernize customer documentation, internal knowledge bases, and technical runbooks, managing version-controlled resources through GitHub and establishing clear review, validation, and publishing standards.

Improve technical diagnostics and self-service: Turn recurring investigations into reusable documentation, diagnostic scripts, and automated tools that improve visibility into customer workloads, integrations, and infrastructure while reducing repetitive support requests.

Partner with Product and Engineering: Establish shared escalation processes, improve incident ownership, support root cause analysis, and drive permanent product and infrastructure improvements while minimizing unnecessary engineering interruptions.

Drive operational performance: Monitor response times, resolution rates, SLA attainment, customer outcomes, and team workload, using support trends and operational insights to inform product reliability, observability, and customer experience improvements.

Requirements

Proven experience building, scaling, or transforming technical support engineering organizations, including recruiting, managing, and coaching distributed technical teams.

Strong hands-on technical troubleshooting experience across SQL, APIs, authentication, data schemas, synchronization processes, and data exports.

Demonstrated ability to develop diagnostic scripts, internal tools, and automation that improve investigation efficiency and support outcomes.

Experience designing, implementing, and evaluating AI-enabled support systems, including grounded AI responses, permission management, failure analysis, risk controls, and human escalation workflows.

Experience developing structured, version-controlled technical documentation, knowledge bases, and operational runbooks with clear review and publishing processes.

Strong customer-focused judgment and the ability to prioritize complex issues according to business impact, severity, and contractual commitments, even when the underlying cause is unclear.

Excellent communication skills, including the ability to manage customer expectations, communicate uncertainty transparently, and coordinate effectively with technical and non-technical stakeholders.

Experience with capacity planning, workforce management, operational benchmarking, and support economics, with the ability to build sustainable and scalable support models.

How Jobgether works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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