Lead Support Engineer

Requirements

Description and Requirements

TELUS International is looking for a highly skilled and customer-focused Lead AI Data Solution Technical Support professional. This role requires a combination of technical expertise,leadership skills, and problem-solving capabilities to ensure high-quality service delivery. As a Lead, you will manage a team of technical support specialists, oversee complex issue resolution, and contribute to process improvements while ensuring seamless customer experiences.

If you have a strong technical foundation, logical thinking abilities, experience in managing support teams, and a passion for improving customer satisfaction, then this role is for you!

Responsibilities :

• Lead and mentor a team of AI Data Solution Technical Support professionals.
• Provide technical guidance and ensure the resolution of customer issues in a timely and professional manner.
• Conduct root cause analysis (RCA) on critical issues and implement preventive solutions.
• Collaborate with engineering and product teams to resolve complex technical problems.
• Develop and maintain technical documentation and knowledge base to improve incident triaging and resolution efficiency.
• Implement and improve incident management processes, SLAs, and escalation protocols.
• Ensure seamless communication between support teams, development teams, and stakeholders.
• Analyse customer issues to identify trends and propose product or process enhancements.
• Provide hands-on support for coding-related issues, debugging scripts, and database queries when needed.
• Train and guide team members in troubleshooting methodologies, coding best practices, and database management.

Additional Job Description

Minimum Qualifications :

Nice to Haves :

EEO Statement

TELUS Digital (TD) Experience partners with the world's most innovative brands, from tech

startups to industry leaders in fintech, gaming, healthcare, and more. We empower businesses

to scale and redefine possibilities with integrated customer experience and cutting-edge digital

solutions.

Backed by TELUS, our multi-billion-dollar parent company, we offer scalable, multi-language,

and multi-shore capabilities. Our expertise spans digital transformation, AI-driven consulting, IT

lifecycle management, and more – delivered with secure infrastructure, value-driven pricing, and

exceptional service.

AI Data Solutions : Shaping the Future of AI

For nearly two decades, Telus Digital AI Data Solutions has been a global leader in providing

premium data services for the ever-evolving AI ecosystem. From machine learning to computer

vision and Generative AI (GenAI), we empower the next generation of AI-powered experiences

with high-quality data and human intelligence to test, train and improve AI models.

Backed by a community of over one million contributors and proprietary AI-driven tools, we

deliver solutions designed to cover the training data needs of every project. From custom data

collection to advanced data annotation and fine-tuning, our purpose-built tools deliver

multimodal data for AI training projects of any complexity – from experimental pilots to ambitious

large-scale programs. Examples include empowering GenAI models with human-aligned

datasets and fine-tuning data across 20+ domains and 100+ languages, enabling autonomous

driving and advancing extended reality applications with industry-leading data labeling.

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Skills Required

Technical Documentation, Java, Javascript, Apis, Postgresql, Shell Scripting, Incident Management, Mongodb, Python, Sql