Eightfold AI Looking for Manager, Technical Support at Noida, Uttar Pradesh Full Time

Eightfold was founded with a vision to solve for employment in our society. For decades, the connection between individuals and opportunities has been based on who the individuals are and the strength of their network, vs. their potential. Eightfold leverages artificial intelligence to transform how to think about skills and capabilities for individuals as well as how jobs and career decisions are made.

Eightfold offers the industry’s first AI-powered Talent Intelligence Platform to transform how organizations plan, hire, develop and retain a diverse workforce, enabling individuals to transform their careers. To date, Eightfold AI has received more than $410 million in funding and a valuation of over $2B from leading investors to further our mission of finding the right career for everyone in the world. If you are passionate about solving one of the most fundamental challenges of our society – employment, working on hard business problems, and being part of an amazing growth story – Eightfold is the place to be! About the Role Responsible for leading a team of Technical Support Engineers in the Global Technical Support organization, who are engaged in providing assistance to customers and partners in technical issue identification and resolution.

Specializes in high-end, Enterprise level support of customers or partners with advanced support needs. Establishes staff schedules for queue coverage and individual or group training sessions. Conducts regular 1:1 and team meetings to evaluate individual and team performance and facilitates the development of proficiency in both technical skills and general customer service skills. We are looking for an experienced people manager to help lead in the next stage of our development of our Technical Support team.

You will be leading a highly technical support function and will be accountable for delivering against the team’s SLAs and KPIs while delivering world-class support for all Eightfold customers. Primary Responsibilities: Develop deep understanding of Eightfold Product offerings and Internal Support Tools Develop team skill matrix, gap analysis and develop program for gap closure Monitor day-to-day support activities, including daily roster management, SLA management. Liaison with Product/Engineering on customer issues and Product Enhancements. Demonstrate strong acumen to understand and work with Customer Experience leadership to solve business challenges Design, develop and implement processes, tools to enhance support function including workflow and incident management Drive critical customer issues to resolution leveraging cross-functional resources Proven track record of delivering results through people, business and operations management.

Conducting regular team meetings and performance discussions with support engineers. Tracking, monitoring and reporting on department operations, and closely handles critical customer accounts to develop a path to issue resolution. Interface with engineering, field, sales and service organizations and directly with the customer base on critical escalations and call resolution. Basic Qualifications:  Min 8+ years of total industry experience 3+ years experience leading and motivating talented support engineers.

project management 3+ years experience in Project management or background, with experience in handling multiple projects and priorities. Preferred Qualifications: BA/BS degree in computer science, information technology, electrical engineering or equivalent You are deeply passionate about customer experience and making life simpler with technology Experience with Support of Workday, SuccessFactors, Taleo, PeopleSoft, or other SaaS and enterprise-grade HRIS/ATS systems/solutions An understanding of AWS architecture and API based integrations Some experience coding with Python is a plus Open-minded to collaborate with various teams and be able to both give and handle constructive feedback Excellent interpersonal skills with the ability to build authentic business relationships and deal effectively with relational challenges Growth mindset with a desire to take ownership to drive internal business goals with cross-functional stakeholders in engineering, product, customer success, & support Experience managing small, highly-technical, teams in a remote/global environment Deep passion and experience for operations with proven experience of translating operational skills into strategic business impact We are a team of self-starters who excel in their fields. We believe in giving you responsibility, not a task. We want you to have ownership and pride in the work you are doing and see the positive impact of your work on your colleagues, our customers, and the world.

We believe in providing transparency and support, so you can do the best work of your career.