Must-Have Requirements

• 8+ years of total experience
• 3+ years of people management / team leadership experience
• Experience managing technical and non-technical support teams
• Strong exposure to SaaS products (AI product experience is a plus)
• Comfortable handling escalations and customer-facing technical issues
• Experience building and improving support processes, SLAs, KPIs, and customer satisfaction metrics
• Proven track record of automation and operational efficiency improvements

Technical Requirements

Good working knowledge of:

• Python (automation, scripting)
• SQL
• React.js (frontend understanding)
• MongoDB
• Backend debugging and troubleshooting
• API troubleshooting and system analysis

Leadership Requirements