Job Description & How to Apply Below
Must-Have Requirements
8+ years of total experience
3+ years of people management / team leadership experience
Experience managing technical and non-technical support teams
Strong exposure to SaaS products (AI product experience is a plus)
Comfortable handling escalations and customer-facing technical issues
Experience building and improving support processes, SLAs, KPIs, and customer satisfaction metrics
Proven track record of automation and operational efficiency improvements
Technical Requirements
Good working knowledge of:
Python (automation, scripting)
SQL
React.js (frontend understanding)
MongoDB
Backend debugging and troubleshooting
API troubleshooting and system analysis
Leadership Requirements
Team hiring, mentoring, and performance management
Coaching support engineers
Cross-functional collaboration with Product and Engineering teams
Process design and workflow optimization
Data-driven decision making using support metrics
Preferred Background
SaaS company experience
AI/GenAI product support experience
Experience handling high ticket volumes
Knowledge base and support tooling ownership
Automation-first mindset
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