Level AI

3 weeks ago

Noida, India Level AI Full time

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.

Were growing fast and are looking for passionate individuals who want to shape the future of AI-driven customer experience.


About The Role :


Were 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 roleyou 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 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 :


- Bachelors 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.


(ref:hirist.tech)

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