Tech Support Lead

Location: Noida, India

Employment Type: Full-time

Work Hours: Must be available to work during Pacific Standard Time (PST) business 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’re looking for a Tech Support Lead in our Noida office to take ownership of technical support and help scale our support function. This is a hybrid role—you will initially own and resolve customer tickets directly, while also building and leading a team of support engineers.As Level AI grows, your focus will shift from being a hands-on contributor to becoming a full-time manager responsible for growing and leading a high-performing technical support team. This is a unique opportunity for someone who thrives in a startup environment, wants to roll up their sleeves, and grow into a senior leadership role.

• Hire AI to automate as many processes as possible
• Develop deep expertise in product implementation, usage, and troubleshooting
• Resolve complex customer support tickets during PST business hours while documenting patterns and processes
• Serve as the primary escalation point for urgent technical issues
• Build and scale a technical support team in Noida
• Lead hiring, onboarding, and training of support engineers
• Develop and implement operational processes, workflows, and playbooks
• Collaborate with Product, Engineering, and Customer Delivery teams to escalate and resolve product-related issues
• Own key support metrics (CSAT, CES, SLA adherence, FRT, TTR) and drive continuous improvement
• Create internal documentation and external knowledge base articles
• Foster a culture of accountability, ownership, and customer advocacy
• Transition out of ticket ownership over time as the team grows and matures

• 5+ years in technical support roles, preferably in SaaS or enterprise software
• 2+ years in a team lead, supervisor, or player-coach role
• Strong troubleshooting skills in areas like APIs, cloud platforms, and log analysis
• Experience working with tools like Zendesk, Jira, Salesforce, or similar platforms
• Excellent written and verbal communication skills
• Ability to work independently and manage a globally distributed team
• Comfortable working PST hours

• Bachelor’s degree in Computer Science, Engineering, or a related field
• Experience supporting enterprise or B2B clients
• Familiarity with SQL, scripting (Python/Bash), or log management tools
• ITIL certification or formal training in support operations is a plus