Technical Support Manager

We are seeking a Support Manager to lead our global AI/ML product support organization, driving reliability, service quality, and continuous improvement for our enterprise GenAI platform. This position requires working during US business hours to align with engineering, product, and customer operations teams. The Support Manager will oversee incident management, escalations, and service performance across AI-driven microservices and cloud environments, ensuring a world-class support experience for our clients and internal users.

Qualifications:

• Bachelor's degree in computer science or related field.
• 8+ years of experience in technical support or operations, including 2+ years in a leadership role.
• Hands-on exposure to AI/ML pipelines, NLP models, and LLM-based applications.

Familiarity with Kubernetes, OpenShift, CI/CD, vector databases (Pinecone, Milvus, Neo4j).

• Strong background in incident management, monitoring tools (Splunk, AppDynamics, Prometheus).
• Excellent communication and stakeholder management across time zones.

Responsibilities:

• Lead and mentor a distributed support team (L2/L3 engineers) across SL/IND.
• Own escalation management, incident resolution, and SLA adherence for AI/ML platform services.
• Collaborate with engineering teams to identify root causes and drive long-term fixes.
• Develop monitoring, alerting, and triage frameworks for AI pipelines, vector databases, and microservices.
• Implement knowledge management systems and documentation for support efficiency.
• Coordinate across product, SRE, and QA teams to enhance platform reliability.

Maintain alignment with US counterparts and operate during US time zones.