Level AI - Tech Support Lead

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

Preferred Qualifications

(ref : hirist.tech)

Skills Required

Salesforce, Apis, zendesk, Bash, Log Analysis, Jira, Python, Sql Scripting