Found Description
Must-Have Requirements 8 years of total experience 3 years of people management / team leadership experience Experience managing technical and non-technical support teams Strong exposure to SaaS products (AI product experience is a plus) Comfortable handling escalations and customer-facing technical issues Experience building and improving support processes, SLAs, KPIs, and customer satisfaction metrics Proven track record of automation and operational efficiency improvements Technical Requirements Good working knowledge of: Python (automation, scripting) SQL React.js (frontend understanding) MongoDB Backend debugging and troubleshooting API troubleshooting and system analysis Leadership Requirements Team hiring, mentoring, and performance management Coaching support engineers Cross-functional collaboration with Product and Engineering teams Process design and workflow optimization Data-driven decision making using support metrics Preferred Background SaaS company experience AI/GenAI p...