Own the roadmap for transitioning support from tiered ticket handling to an agentic platform where AI agents resolve the majority of Tier 0–1 volume autonomously
Lead a global team of AI Product Specialists across AMER, EMEA, and APAC, maintaining quality while progressively shifting volume to agentic workflows
Evaluate and implement agentic support tooling (auto-triage, auto-resolution, proactive issue detection) in partnership with Engineering
Manage ServiceNow/ServiceCloud integration, JIRA bridge, Pendo in-app guidance, adoption dashboards, and vendor SLA enforcement for the Agentic platform relationship
Translate support data and agent performance patterns into structured product feedback for Product Management and Engineering
Build the upskilling program for the agentic transition: AI literacy, prompt engineering, agent evaluation, and technical troubleshooting for AI systems
Present support operations performance and agentic transition progress to AI Leadership

6–10 years in technical support operations, AI/ML operations, or platform engineering, with 3+ years of people management at scale
Led at least one operational transformation that fundamentally changed how work gets done
Working-level proficiency with generative AI: daily use of LLMs, ability to evaluate output quality, and informed opinions about where AI works and where it doesn't
Experience operationalizing AI-powered automation (chatbots, intelligent routing, auto-resolution, or similar)
Track record in matrixed, cross-functional environments with globally distributed teams

Support Team Lead – Enterprise AI

Key skills