TL;DR

Manager Technical Support (AI ERP): Leading and supervising a technical support team to ensure efficient resolution of customer issues with an accent on AI tools integration, operational efficiency, and SLA adherence. Focus on managing cross-functional collaboration, mentoring team members, and driving support process improvements.

Location: On-site in Pune, India

Company

%hirify_global% is a leader in AI and ERP solutions for local and state governments in the U.S., serving over 2,000 public sector organizations with a comprehensive public service platform.

What you will do

Supervise and guide a team of technical support professionals ensuring SLA and KPI targets are met.
Utilize AI and new tools to enhance customer support at scale.
Manage daily operations including case resolution via multiple channels and use of service management systems like Salesforce Service Cloud.
Analyze data to identify trends and recommend process improvements.
Collaborate cross-functionally with Product, Engineering, and Customer Success teams to resolve complex issues.
Mentor and develop team members, providing technical training and performance management.

Requirements

Must be based onsite in Pune, India.
Bachelor’s degree or equivalent experience preferred with 2+ years in technical support.
Proven technical troubleshooting skills and proficiency with service management and CRM systems (Salesforce, JIRA, Kanban).
Strong problem-solving, decision-making, and communication skills.
Ability to work in fast-paced environment managing multiple priorities and shifts including weekends.
Experience with ITIL best practices and incident, problem, change, and release management is a plus.

Culture & Benefits

Mission-driven environment focused on effective and accountable government.
Opportunity to innovate with AI impacting public sector solutions.
Collaborative global team with performance-based culture.
Comprehensive healthcare, flexible vacation, paid holidays, and parental leave.
401(k) with company match (USA only), wellness stipends, and professional development opportunities.
Collaborative office environment with weekly catered lunches.