Senior Manager- Customer Support (Python)

Role Overview:

Foundation AI is on a mission to optimize document process accuracy and efficiency for our clients. We are seeking an experienced and highly skilled Senior Manager, Technical Customer Support, to lead our Customer Support team. This role requires a proactive leader with advanced technical skills, a strategic mindset, and a commitment to exceptional customer service. You will oversee the support operations, guide and mentor the support team, and ensure seamless support for our clients. Read more about us at www.foundationai.com

Key Responsibilities:

Leadership and Strategy: Develop and implement strategies to improve customer support processes and enhance service delivery. Lead, mentor, and manage a team of Technical Support Engineers and L1/L2 support staff.

Advanced Technical Troubleshooting: Oversee the diagnosis and resolution of complex technical issues across various platforms and technologies related to Foundation AI's products. Ensure thorough solutions are provided and documented in JIRA.

Ticket Management and Coordination: Manage and prioritize tickets in JIRA, ensuring timely resolution and adherence to Service Level Agreements (SLAs). Coordinate with Level 3 (L3) engineers, cross-functional teams, and other stakeholders to address urgent or critical issues.

Internal Support and Guidance: Serve as a mentor and guide for L1 and L2 engineers, offering technical assistance and advice on customer queries. Facilitate effective communication between support teams to ensure smooth workflow and issue resolution.

Communication and Customer Interaction: Communicate complex technical information in a clear, concise manner to both technical and non-technical audiences. Use tools like Confluence, ServiceNow, Salesforce, Intercom, and Jupyter Notebooks to support customer interactions.

Quality Assurance and Reporting: Maintain high-quality standards in all support activities, with attention to detail and accuracy. Ensure all tasks are completed in accordance with SLAs, and take responsibility for the timely submission of the Shift End Report.

Continuous Learning and Development: Stay current with product updates and lead Knowledge Transfer (KT) sessions. Develop new skills and knowledge to improve support capabilities, including handling implementation tasks and mastering new technologies.

Qualifications and Skills:

Education and Experience: Bachelor’s degree in Computer Science, Information Technology, or a related field. A minimum of 7-10 years of experience in technical support, with at least 3 years in a managerial role. Experience with companies like Freshdesk, Zendesk, or similar is highly preferred.

Technical Expertise: Strong proficiency in technical support processes and tools, including JIRA, Confluence, ServiceNow, Salesforce, and Intercom. Knowledge of programming languages such as Python, Java, or SQL is an advantage.

Leadership and Communication: Exceptional leadership skills with the ability to motivate and inspire a team. Excellent communication skills, both written and verbal, with the ability to convey technical information effectively.

Problem-Solving and Decision-Making: Strong problem-solving abilities with a strategic mindset. Experience in making data-driven decisions to improve support operations.
Customer-Centric: A deep commitment to customer satisfaction and a customer-centric approach to problem-solving.

Shift Flexibility: Willingness to work rotational shifts, primarily night shifts, and flexibility to extend work hours as needed.

If you are a seasoned technical support professional with a passion for leading and developing high-performing teams, we invite you to apply for this exciting opportunity at Foundation AI.