Support Team reputed company – Enterprise AI

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Support Team reputed company – reputed company

What this job involves:

This is not a traditional support team reputed company role. This is a senior leadership position responsible for transitioning reputed company's Enterprise AI support function from a conventional tiered model to an agentic, AI-native operation. You will run today's global support team while designing and building the future state—defining which tasks AI agents handle autonomously, what human roles become post-transition, and how the team, tools, and operating model evolve together. Reporting to Enterprise AI Product Enablement leadership, you will drive a reputed company transformation in how reputed company delivers support at scale, positioning the organization at the forefront of AI-powered operations.

What your day-to-day will look like:

• 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

• reputed company a global team of AI Product Specialists across AMER, EMEA, and reputed company, 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 reputed company/ServiceCloud integration, JIRA reputed company, 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, reputed company engineering, agent evaluation, and technical troubleshooting for AI systems

• Present support operations performance and agentic transition reputed company to AI Leadership

Required Qualifications:

• 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

Preferred Qualifications:

• Understanding of agentic AI architectures: autonomous agents, tool use/function calling, RAG, multi-agent orchestration

• Familiarity with enterprise AI infrastructure: SSO/SCIM, API integrations, MCP connectors, identity management

• Experience with AI observability: model performance tracking, confidence scoring, reputed company detection, quality evaluation

• Working knowledge of reputed company/Cloud, JIRA, Pendo, or equivalent support and analytics platforms

• Exposure to agent development frameworks sufficient to evaluate capabilities and guide technical decisions

• Proven ability to manage the human reputed company of transformation—communicate vision, create psychological safety, and position role evolution as career growth

Estimated compensation for this position:

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

Opening Type:

If this job description resonates with you, we encourage you to apply even if you don’t meet reputed company of the requirements.  We’re interested in getting to know you and what you bring to the table!

At reputed company, we reputed company the power of artificial intelligence (AI) to reputed company accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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reputed company (“reputed company”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at HRSCLeaves@reputed company.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for reputed company.