Location: Noida, India
Employment Type: Full-time
Work Hours: Must be available to work during
Pacific Standard Time (PST) 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 are hiring a Tech Support Manager to manage and grow our technical support team in Noida. This is a full-time role aligned with Pacific Standard Time (PST) hours to support our global customer base. You will be responsible for leading a team of support engineers, driving operational excellence, and serving as a key escalation point for technical issues. This role requires a hands-on leader with strong technical acumen and a customer-first mindset.
\n
Key Responsibilities:- Lead and manage a team of Technical Support Engineers working in PST hours
- Oversee daily support operations: ticket triage, escalations, and SLA management
- Act as the escalation point for high-priority or complex technical issues
- Collaborate with Product, Engineering, and Customer Success teams to resolve customer pain points
- Create and maintain internal process documentation and external knowledge base articles
- Track support metrics (CSAT, FRT, TTR, etc.) and lead improvement initiatives
- Hire, train, and coach support team members for career growth and team success
- Foster a culture of accountability, collaboration, and customer advocacy
Requirements :- 5+ years in technical support roles, preferably in SaaS or enterprise technology
- 2+ years in a leadership or supervisory role
- Strong technical troubleshooting skills—APIs, cloud platforms, log analysis, etc.
- Proficient with support tools like Zendesk, Jira, Salesforce, or similar
- Strong communication and stakeholder management skills
- Ability to work independently and lead a remote team across time zones
- Willingness and ability to work PST hours consistently
Preferred Qualifications :- Bachelor’s degree in Computer Science, Engineering, or related field
- Experience supporting global enterprise clients
- Familiarity with SQL, scripting (Python, Bash), or log management tools
- ITIL certification or similar is a plus
\n
