Technical Support Lead

Location: Bangalore, India

Employment Type: Full-Time | On-Site

Experience: 8+ Years

People Management: 3+ Years

Work Model: 6 Days Working (Rotational Weekly Off)

About the Role

We are looking for a Lead Agent Reliability Engineer to own and scale our support operations function. This role combines technical ownership, team leadership, automation, and operational excellence.

You will lead a team of support professionals, improve support workflows, drive automation, monitor SLAs, and collaborate with Engineering and Product teams to enhance platform reliability.

This is a high-ownership role for someone who enjoys building processes, solving complex problems, and working in a fast-paced AI-driven environment.

Key Responsibilities

• Lead and mentor a team handling technical and non-technical customer issues.
• Build scalable support processes, workflows, and operational playbooks.
• Drive automation of repetitive tasks using scripting and tooling.
• Own SLA performance, response times, resolution metrics, and customer satisfaction.
• Analyze support data to identify patterns, root causes, and improvement opportunities.
• Collaborate with Engineering and Product teams to resolve recurring issues.
• Improve platform stability through preventive fixes and process improvements.
• Coach team members through technical guidance and problem-solving.
• Own support tooling, reporting, knowledge base, and operational strategy.

Required Skills & Experience

• 8+ years of overall experience with 3+ years of team leadership/people management experience.
• Experience working with SaaS or AI-based products.
• Strong understanding of backend and frontend technologies.
• Hands-on experience with:
• Python scripting, debugging, automation
• SQL queries, analysis, troubleshooting
• MongoDB data operations and debugging
• React.js frontend debugging and understanding
• Strong problem-solving and debugging skills.
• Experience designing processes and improving operational efficiency.
• Ability to lead teams while remaining technically hands-on.

Why Join Us

• Build and own the support function from the ground up.
• Work closely with Engineering and Product leadership.
• High-impact role with growth path toward Head of Support.
• Opportunity to work in an AI-native product environment.

Important: This role follows a 6-day working model with rotational weekly offs (not fixed Sundays). Candidates should be comfortable with this working structure.