AI - Director - Technical Support

Description :

Observe.AI is the leading AI agent platform for customer experience.

It enables enterprises to deploy AI agents that automate customer interactions, delivering natural conversations for customers with predictable outcomes for the business.

Observe.

AI combines advanced speech understanding, workflow automation, and enterprise-grade governance to execute end-to-end workflows with AI agents.

It also enables teams to guide and augment human agents with AI copilots, and analyze 100% of human and AI interactions for insights, coaching, and quality management.

Companies like DoorDash, Affordable Care, Signify Health, and Verida use Observe.

AI to transform customer experiences every day by accelerating service speed, increasing operational efficiency, and strengthening customer loyalty across every channel.

Why Join Us :

At Observe. AI, we are transforming customer experiences with the power of AI, and we are looking for a dynamic Director of Technical Support to help lead that charge.

This is not just a leadership opportunity, this is your chance to scale a world-class support function at one of the most exciting companies in the AI space.

In this high-impact role, you will be at the forefront of customer advocacy, driving a customer-first culture across the organization.

You will own and define the vision, strategy, and operations of our Technical Support team, leading a group of talented Technical Support Engineers to deliver a best-in-class support experience for our rapidly growing customer base.

As a senior leader, you are required to shape the future of our support ecosystem: enhancing tools and processes, streamlining cross-functional collaboration, and championing customer insights to inform product innovation.

You will work closely with Product, Engineering, and Customer Success to ensure swift, effective resolutions, and more importantly, prevention of future issues.

This is a pivotal, highly visible role with direct influence on customer retention, satisfaction, and product evolution.

If you thrive in fast-paced environments, are passionate about operational excellence, and want to make a measurable impact at a high-growth AI company, this is your opportunity.

What You will Gain :

- Leadership with Impact: Directly shape and scale the technical support function at a hyper-growth company backed by top investors.

- Strategic Influence: Your voice will matter, you will collaborate directly with senior leadership across Product, Engineering, and Customer Success to improve customer outcomes and product quality.

- Growth & Innovation: Be at the cutting edge of AI and enterprise tech, drive innovative support experiences in an AI-first product environment.

- Culture of Excellence: Join a passionate, mission-driven team that values empathy, ownership, speed, and continuous learning.

What You will be Doing :

Leadership & Team Development :

- Lead and mentor a team of technical support professionals, providing guidance, coaching, and support to drive individual and team performance excellence.

- Build a high-ownership, customer-first culture with strong technical rigor, clear expectations, and continuous feedback.

Support Operations & Metrics :

- Responsible for meticulously planning, scheduling, and overseeing the execution of technical projects to ensure timely delivery and quality outcomes.

- Own support KPIs and health: SLAs/SLOs, FCR, TTR/MTTR, CSAT/NPS, backlog health, deflection rate, cost per case.

- Establish coverage model (hours/on-call), queue management, and staffing plans to meet demand and seasonal peaks.

- Implement QA/review for tickets, root-cause categorization, and weekly operational reviews.

Incident Management & Escalations :

- Run structured escalation paths with Engineering and Product; track bug trends and drive durable fixes.

- Engage in technical escalations, customer interactions, and serve as a point of contact for complex technical inquiries, ensuring exceptional service delivery.

Process Improvement & Innovation :

- Drive continuous improvement initiatives, identify opportunities for innovation, and implement best practices to enhance technical support operations and efficiency.

- Own the support stack (zendesk, salesforce, JIRA and confluence); define workflows, automations, and reporting.

- Partner with CS, Product and Engineering to ensure clean data, case routing, and executive dashboards.

Customer & Cross-Functional Partnership :

- Collaborate with CS and Product on proactive Risk & Health signals; close the loop with customers.

- Provide the Voice of Customer to Product and Engineering with prioritized insights that inform roadmap and reliability.

- Foster collaboration among various departments to streamline processes, enhance communication, and achieve shared objectives across the organization.

What You will Bring to the Role :

years of overall experience in customer/technical support or technical services roles.

years in people leadership roles, including managing leads or leading large distributed teams.

- Experience scaling support functions in SaaS, B2B, or enterprise software environments is often preferred.

- Experience with enterprise customers and complex integrations.

- Experience with Customer Support tech stack (i. Zendesk, Atlassian StatusPage, JIRA, Confluence, Salesforce).

- Proven ownership of support operations and metrics (SLAs/SLOs, CSAT, FCR, TTR/MTTR, deflection) with a record of process improvements and automation.

- Strong technical depth across SaaS architectures, APIs, SSO, data pipelines/integrations (e. , telephony, conferencing, Salesforce), and troubleshooting methodologies.

- Comfort operating with GenAI/LLM-powered products (concepts like embeddings/RAG, data/privacy) and translating them into clear customer guidance.

- Familiarity with scripting/SQL basics for logs, queries, or API calls.

- Knowledge on Agentic AI wherein hands on experience will be required to build AI Agents and troubleshoot related issues.

- Expert in incident management and executive communications; skilled at RCAs and driving cross-functional corrective actions.

- Builder mindset: you create processes, play books, and automation that scale.

- Exceptional people leadership, stakeholder management, and written/verbal communication skills.

- The ability to prioritise multiple tasks and projects simultaneously while still executing on high-level objectives.

- Proven track record of demonstrated ability to dive into the weeds and find out solutions.

- Prior experience in CCaaS/CX or contact-center integrations is preferred.

Perks & Benefits :

- Excellent medical insurance options and free online doctor consultations.

- Yearly privilege and sick leaves as per Karnataka S&E Act.

- Generous holidays (National and Festive) recognition and parental leave policies.

- Learning & Development fund to support your continuous learning journey and professional development.

- Fun events to build culture across the organization.

- Flexible benefit plans for tax exemptions (i. Meal card, PF, etc.

Our Commitment to Inclusion and Belonging :

Observe. AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce.

Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy.