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. We’re growing fast and are looking for passionate individuals who want to shape the future of AI-driven customer experience.
About the Role -
We’re 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 role—you 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 possibleDevelop deep expertise in product implementation, usage, and troubleshootingResolve complex customer support tickets during PST business hours while documenting patterns and processesServe as the primary escalation point for urgent technical issuesBuild and scale a technical support team in NoidaLead hiring, onboarding, and training of support engineersDevelop and implement operational processes, workflows, and playbooksCollaborate with Product, Engineering, and Customer Delivery teams to escalate and resolve product-related issuesOwn key support metrics (CSAT, CES, SLA adherence, FRT, TTR) and drive continuous improvementCreate internal documentation and external knowledge base articlesFoster a culture of accountability, ownership, and customer advocacyTransition out of ticket ownership over time as the team grows and matures,
Requirements :
5+ years in technical support roles, preferably in SaaS or enterprise software2+ years in a team lead, supervisor, or player-coach roleStrong troubleshooting skills in areas like APIs, cloud platforms, and log analysisExperience working with tools like Zendesk, Jira, Salesforce, or similar platformsExcellent written and verbal communication skillsAbility to work independently and manage a globally distributed teamComfortable working PST hours,
Preferred Qualifications :
Bachelor’s degree in Computer Science, Engineering, or a related fieldExperience supporting enterprise or B2B clientsFamiliarity with SQL, scripting (Python/Bash), or log management toolsITIL certification or formal training in support operations is a plus
