💼 About This Role

You'll lead a global technical support organization for a mission-critical client base. Your impact includes scaling operations through AI-driven self-service solutions and developing early-career talent across Idaho and India.

🎯 What You'll Do

• Mentor global technical support teams across Moscow and India.
• Optimize knowledge base and documentation for customer self-service.
• Define and track KPIs like time to resolution and first contact resolution.
• Partner with product management to inform roadmap with client feedback.

📋 Requirements

• 8+ years in technical support or customer engineering.
• Experience managing international teams, including India-based operations.
• Ability to work onsite daily in Moscow, Idaho.
• Leadership and coaching skills for early-career talent development.

✨ Nice to Have

• Experience with AI-driven support solutions.
• Data-driven decision making with qualitative and quantitative analysis.