Observe.AI - Director - Technical Support

Director - Technical Support the job :

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

Incident Management & Escalations

Process Improvement & Innovation

Customer & Cross-Functional Partnership

What You will Bring to the Role :

Perks & Benefits

(ref : iimjobs.com)