Observe.AI Director Technical Support

Job description

<p></p><p>Director - Technical Support the job:<br/><br/>Observe.<br/><br/>AI is the leading AI agent platform for customer experience.<br/><br/>It enables enterprises to deploy AI agents that automate customer interactions, delivering natural conversations for customers with predictable outcomes for the business.<br/><br/>Observe.<br/><br/>AI combines advanced speech understanding, workflow automation, and enterprise-grade governance to execute end-to-end workflows with AI agents.<br/><br/>It also enables teams to guide and augment human agents with AI copilots, and analyze 100% of human and AI interactions for insights, coaching, and quality management.<br/><br/>Companies like DoorDash, Affordable Care, Signify Health, and Verida use Observe.<br/><br/>AI to transform customer experiences every day by accelerating service speed, increasing operational efficiency, and strengthening customer loyalty across every channel.<br/><br/><b>Why Join Us:</b><br/><br/>At Observe.<br/><br/>AI, we are transforming customer experiences with the power of AI, and we are looking for a dynamic Director of Technical Support to help lead that charge.<br/><br/>This is not just a leadership opportunity, this is your chance to scale a world-class support function at one of the most exciting companies in the AI space.<br/><br/>In this high-impact role, you will be at the forefront of customer advocacy, driving a customer-first culture across the organization.<br/><br/>You will own and define the vision, strategy, and operations of our Technical Support team, leading a group of talented Technical Support Engineers to deliver a best-in-class support experience for our rapidly growing customer base.<br/><br/>As a senior leader, you are required to shape the future of our support ecosystem: enhancing tools and processes, streamlining cross-functional collaboration, and championing customer insights to inform product innovation.<br/><br/>You will work closely with Product, Engineering, and Customer Success to ensure swift, effective resolutions, and more importantly, prevention of future issues.<br/><br/>This is a pivotal, highly visible role with direct influence on customer retention, satisfaction, and product evolution.<br/><br/>If you thrive in fast-paced environments, are passionate about operational excellence, and want to make a measurable impact at a high-growth AI company, this is your opportunity.<br/><br/><b>What You will Gain:</b><br/><br/>Leadership with Impact: Directly shape and scale the technical support function at a hyper-growth company backed by top investors.<br/><br/>Strategic Influence: Your voice will matter, you will collaborate directly with senior leadership across Product, Engineering, and Customer Success to improve customer outcomes and product quality.<br/><br/>Growth & Innovation: Be at the cutting edge of AI and enterprise tech, drive innovative support experiences in an AI-first product environment.<br/><br/>Culture of Excellence: Join a passionate, mission-driven team that values empathy, ownership, speed, and continuous learning.<br/><br/><b>What You will be Doing:</b><br/><br/><b>Leadership & Team Development</b><br/><br/>- Lead and mentor a team of technical support professionals, providing guidance, coaching, and support to drive individual and team performance excellence.<br/><br/>- Build a high-ownership, customer-first culture with strong technical rigor, clear expectations, and continuous feedback.<br/><br/><b>Support Operations & Metrics</b><br/><br/>- Responsible for meticulously planning, scheduling, and overseeing the execution of technical projects to ensure timely delivery and quality outcomes.<br/><br/>- Own support KPIs and health: SLAs/SLOs, FCR, TTR/MTTR, CSAT/NPS, backlog health, deflection rate, cost per case.<br/><br/>- Establish coverage model (hours/on-call), queue management, and staffing plans to meet demand and seasonal peaks.<br/><br/>- Implement QA/review for tickets, root-cause categorization, and weekly operational reviews.<br/><br/><b>Incident Management & Escalations</b><br/><br/>- Run structured escalation paths with Engineering and Product; track bug trends and drive durable fixes.<br/><br/>- Engage in technical escalations, customer interactions, and serve as a point of contact for complex technical inquiries, ensuring exceptional service delivery.<br/><br/><b>Process Improvement & Innovation</b><br/><br/>- Drive continuous improvement initiatives, identify opportunities for innovation, and implement best practices to enhance technical support operations and efficiency.<br/><br/>- Own the support stack (zendesk, salesforce, JIRA and confluence); define workflows, automations, and reporting.<br/><br/>- Partner with CS, Product and Engineering to ensure clean data, case routing, and executive dashboards.<br/><br/><b>Customer & Cross-Functional Partnership</b><br/><br/>- Collaborate with CS and Product on proactive Risk & Health signals; close the loop with customers.<br/><br/>- Provide the Voice of Customer to Product and Engineering with prioritized insights that inform roadmap and reliability.<br/><br/>- Foster collaboration among various departments to streamline processes, enhance communication, and achieve shared objectives across the organization.<br/><br/><b>What You will Bring to the Role:</b><br/><br/>- 8+ years of overall experience in customer/technical support or technical services roles.<br/><br/>- 5+ years in people leadership roles, including managing leads or leading large distributed teams.<br/><br/>- Experience scaling support functions in SaaS, B2B, or enterprise software environments is often preferred.<br/><br/>- Experience with enterprise customers and complex integrations.<br/><br/>- Experience with Customer Support tech stack (i.e., Zendesk, Atlassian StatusPage, JIRA, Confluence, Salesforce)<br/><br/>- Proven ownership of support operations and metrics (SLAs/SLOs, CSAT, FCR, TTR/MTTR, deflection) with a record of process improvements and automation.<br/><br/>- Strong technical depth across SaaS architectures, APIs, SSO, data pipelines/integrations (e.g., telephony, conferencing, Salesforce), and troubleshooting methodologies.<br/><br/>- Comfort operating with GenAI/LLM-powered products (concepts like embeddings/RAG, data/privacy) and translating them into clear customer guidance.<br/><br/>- Familiarity with scripting/SQL basics for logs, queries, or API calls.<br/><br/>- Knowledge on Agentic AI wherein hands on experience will be required to build AI Agents and troubleshoot related issues<br/><br/>- Expert in incident management and executive communications; skilled at RCAs and driving cross-functional corrective actions.<br/><br/>- Builder mindset: you create processes, play books, and automation that scale.<br/><br/>- Exceptional people leadership, stakeholder management, and written/verbal communication skills.<br/><br/>- The ability to prioritise multiple tasks and projects simultaneously while still executing on high-level objectives<br/><br/>- Proven track record of demonstrated ability to dive into the weeds and find out solutions<br/><br/>- Prior experience in CCaaS/CX or contact-center integrations is preferred.<br/><br/><b>Perks & Benefits</b><br/><br/>- Excellent medical insurance options and free online doctor consultations<br/><br/>- Yearly privilege and sick leaves as per Karnataka S&E Act<br/><br/>- Generous holidays (National and Festive) recognition and parental leave policies<br/><br/>- Learning & Development fund to support your continuous learning journey and professional development<br/><br/>- Fun events to build culture across the organization<br/><br/>- Flexible benefit plans for tax exemptions (i.e., Meal card, PF, etc</p><p></p> (ref:iimjobs.com)

Required Skill Profession

Computer Occupations