Technical Support Manager/Lead

Company Overview:
Aisera is a leading provider of AI Copilot solutions, utilizing AiseraGPT and Generative AI to facilitate business transformation and drive revenue growth through a self-service model. Aisera’s AI Copilot uses industry and domain-specific LLMs to deliver human-like experiences and auto-remediate requests through AI workflows. With 400+ integrations and 1200+ prebuilt workflows, customers achieve 75%+ automation and 90% cost reduction.

Aisera has received numerous recognitions, including Leader in the 2024 Gartner Magic Quadrant™ for Artificial Intelligence Applications in ITSM, FastCompany Best Workplaces for Innovators, Inc 5000 Award for Fastest Growth, Forbes AI50, EY Entrepreneur of the Year 2023, CNBC Upstart 100 Top Startup, Gartner Cool Vendor, Red Herring Top 100 Global Innovator, CIO Innovation Startup Award, CIO Review Top ITSM Solution, and Silicon Review 50 Most Admired Companies.

We hire smart, empathetic, and mission-driven people. Our team thrives on autonomy, impact, and collaboration. Join us to shape the future of AI-driven enterprise support.

Role Overview:
As a Tech Support Lead/Manager, you’ll take ownership of leading our global Technical Support team while remaining hands-on with technical challenges. You’ll mentor engineers, build scalable support processes, and ensure timely, high-quality resolution of customer issues. This is a hybrid leadership and technical role ideal for someone who loves solving complex problems, empowering teams, and building customer trust.

This role requires working from 5:30 PM to 2:30 AM IST, aligning with US time zones.

Key Responsibilities:

• Lead, coach, and grow a team of Technical Support Engineers while fostering a collaborative, customer-first culture.
  
  
• Own and manage the resolution lifecycle of high-priority, technically complex customer issues.
  
  
• Serve as the primary escalation point for critical incidents and customer concerns.
  
  
• Be hands-on in troubleshooting issues related to product functionality, configurations, APIs, and integrations.
  
  
• Collaborate closely with Product, Engineering, and Customer Success teams to drive issue resolution and provide feedback loops.
  
  
• Design and optimize support workflows and tools to improve efficiency and reduce MTTR.
  
  
• Track and report on key performance metrics (SLAs, CSAT, backlog, etc.).
  
  
• Develop internal knowledge bases, runbooks, and training resources to scale the team's capabilities.
  
  
• Drive continuous improvement in support quality and customer experience.
  
  
• Participate in hiring, onboarding, and performance management of support team members.
  
  

Preferred Experience/Certifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
  
  
• 10+ years of experience in technical support roles, with at least years in a leadership capacity.
  
  
• Proven experience in managing support teams in a SaaS or enterprise software environment.
  
  
• Strong understanding of REST APIs, JSON, authentication protocols (OAuth, SAML, SSO), and common integration patterns.
  
  
• Proficiency in scripting languages (e.g., Python, JavaScript, Bash) for automation and diagnostics.
  
  
• Familiarity with cloud platforms (AWS, Azure) and monitoring tools.
  
  
• Experience with support systems like Zendesk, Jira, ServiceNow.
  
  
• Excellent analytical, communication, and conflict-resolution skills.
  
  
• Knowledge of Generative AI concepts and Prompt Engineering is a plus.
  
  

Required Skills:

• Strong leadership and people management skills.
  
  
• Hands-on technical troubleshooting and problem-solving ability.
  
  
• Empathy and a passion for delivering top-tier customer experiences.
  
  
• Ability to multitask and thrive in a fast-paced, global environment.
  
  
• Strategic thinker who can zoom out, but not afraid to dive in.