Technical Support Manager (Product Support)

JD - Technical Support Manager (Product Support)

Kore.ai is a pioneering force in enterprise AI transformation, empowering organisations through our comprehensive agentic AI platform. With innovative offerings across "AI for Service," "AI for Work," and "AI for Process," we're enabling over 400+ Global 2000 companies to fundamentally reimagine their operations, customer experiences, and employee productivity.

Our end-to-end platform enables enterprises to build, deploy, manage, monitor, and continuously improve agentic applications at scale. We've automated over 1 billion interactions every year with voice and digital AI in customer service and transformed employee experiences for tens of thousands of employees through productivity and AI-driven workflow automation.

Recognised as a leader by Gartner, Forrester, IDC, ISG, and Everest, Kore.ai has secured Series D funding of $150M, including strategic investment from NVIDIA to drive Enterprise AI innovation. Founded in 2014 and headquartered in Florida, we maintain a global presence with offices in India, the UK, Germany, Korea, and Japan.

Role Overview:
We are seeking an experienced, customer-focused, and highly skilled Technical Support Manager to join our Product Support team. This role is responsible for overseeing day-to-day technical support operations, improving service quality, managing team performance, and ensuring speedy resolution of technical issues.

The ideal candidate should be hands-on technically and be able to troubleshoot the conversational or agentic AI platform issues reported by the AI implementation team, along with possessing process optimisation skills.

This role demands a quick learner of tools and technologies required to support the Kore.ai platform.

Key Responsibilities:

1.  Technical & Operational Leadership:

·       Should be able to lead, manage, and scale high performing team of technical support engineers and provide technical guidance and mentorship.

·       Oversee daily technical support operations, ensuring SLAs and KPIs are consistently met.

·       Handle escalated customer issues and ensure timely resolution.

·       Collaborate with product, engineering, and QA teams to resolve complex technical problems.

·       Manage staffing, scheduling, resource allocation, and onboarding of new team members

2.  Lead Technical Troubleshooting:

·       Should be able to develop functional and technical competencies on the Kore.ai platform and guide the team.

·       Should be able to troubleshoot the bot implementation technical issues and Bug escalation to the Engineering team and guide the team.

·       Identify trends and patterns that can aid prioritisation by the Engineering team.

3.     Support KPI Adherence:

·       Meeting the Support KPI’s, including SLAs, Response Times, Frequency & Quality of Updates, MTTR, Ticket Backlog, Ticket Closures, Team Productivity, etc.

·       Identify areas for improvement and suggest actionable steps to enhance SLA performance.

4.      Knowledge and Escalation Management:

·       Identify and address documentation gaps in product materials.

·       Manage escalated customer accounts through structured governance, including weekly reviews and stakeholder updates.

·       Coordinate knowledge-sharing sessions with Product and Engineering teams for new features and platform enhancements.

·       Develop and maintain internal and community knowledge base articles to improve self-service and issue resolution efficiency.

5.     Process Improvement:

·       Continuously seek to improve, enhance, and streamline troubleshooting and support operational processes.

·       Implement best practices in troubleshooting and building the troubleshooting documents.

·       Assist in automating manual processes and dependencies through support-tool development and the use of AI.

Qualifications:

·       The candidate should be a graduate, preferably in Engineering/Computer Science

·       Minimum relevant experience of 10-12 years with at least 2-3 years of managerial experience as a Technical Support Manager.

·       Background in Application/Platform Technical Support preferred.

·       Proven experience and understanding of support tools like Zendesk Explore, ServiceNow, and Excel-reporting.

·       Strong analytical skills with paying attention to the details

·       Excellent organisational and time-management skills.

·       Self-motivated with the ability to work independently and as part of a team.

·       Persuasive communication skills to effectively collaborate with leadership and other stakeholders

Tech Skills:

Programming Languages: JS frameworks (Angular/Node JS/React JS), Java, and Python

Troubleshooting: Log Analysis, SSO, User Management

Tech Stacks: RabbitMQ, S3, Redis

Monitoring Tools: Grafana, Kibana

DB: RDBMS/MongoDB/Vector DB

Support Ticket System: Zendesk, JIRA

Preferred Skills:

- Proficiency in Agentic/Conversational AI Platforms.
- Knowledge of Microservices, Containers and AWS/Azure Services

- Knowledge of APM tools like Grafana

- Knowledge of telecom components like SIP, FreeSWITCH, VOIP, ASR/TTS

- Knowledge of LLM, AI Models

- Knowledge of Integration Channels like WhatsApp, Teams, ServiceNow,

-  Salesforce, Genesys, NICE, Zendesk

Why Join Us?

     At Kore.ai, you won't be maintaining quality for conventional software—you'll be defining what quality means for an entirely new category of platform technology that enables enterprise-scale agentic applications. Your work will directly influence how the world's leading organisations build, deploy, and trust AI systems, establishing standards that could transform the industry.

Join us in building not just a better platform, but the frameworks that ensure enterprise agentic applications deliver on their transformative promise safely, effectively, and responsibly at scale.