remote
Technical Support Lead - Unframe
Software Engineer
Seeking a Technical Support Lead to manage customer inquiries and provide expert assistance for AI-powered LLM applications. This role involves troubleshooting, customer service, and ensuring client satisfaction.
About the role
Key Responsibilities
- Lead and manage the technical support team, ensuring high-quality customer service.
- Provide expert technical assistance and troubleshooting for LLM-powered applications.
- Develop and maintain support documentation and knowledge base articles.
- Collaborate with engineering and product teams to resolve complex issues.
- Monitor support channels and ensure timely resolution of customer tickets.
- Gather customer feedback to identify areas for product and service improvement.
Requirements
- Proven experience in a technical support or customer success role, preferably in a SaaS environment.
- Strong understanding of AI concepts and Large Language Models (LLMs).
- Excellent troubleshooting and problem-solving skills.
- Ability to communicate technical information clearly to both technical and non-technical audiences.
- Experience managing a support team or leading technical initiatives.