Technical Support Engineering Lead
Botpress Technologies Inc.
Employer Active
Posted 7 hrs ago
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Experience
5 - 7 Years
Job Location
Education
Bachelor of Technology/Engineering
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
As a Technical Support Engineering Lead, you ll manage and grow our support engineering team, ensuring our customers get world-class technical assistance and guidance. You ll balance hands-on problem-solving with leadership responsibilities, driving improvements in processes, tooling, and knowledge-sharing while mentoring and enabling your team.
This role is ideal for someone who thrives at the intersection of technology, leadership, and customer success. You ll work closely with Product, Engineering, and Customer Success to deliver an exceptional support experience and scale how our users succeed with AI automation.
- Lead, mentor, and develop a team of Technical Support Engineers
- Set team goals, track performance, and provide coaching for continuous growth
- Oversee support operations, ensuring timely, high-quality responses to customer issues
- Investigate and troubleshoot complex technical problems escalated from the team
- Establish and refine triage, escalation, and incident management processes
- Collaborate with Engineering and Product to surface recurring issues and drive product improvements
- Own and improve internal knowledge bases and external documentation practices
- Analyze support trends, metrics, and user feedback to reduce friction and improve experience
- Represent the support function in cross-functional discussions and planning
- Proven experience in a technical support or engineering leadership role.
- Strong technical troubleshooting skills and familiarity with modern web technologies.
- Comfortable reading and understanding TypeScript, Node.js, Javascript, and React.
- Experience working with APIs, logs, and cloud-based tools.
- Knowledge or exposure to AI/LLMs (Large Language Models) and their applications.
- Exceptional communication skills with the ability to coach and guide others.
- Calm and structured problem-solving approach in high-pressure scenarios.
- Experience managing or scaling support operations in a SaaS or AI/ML environment.
- Good knowledge of English and French. Bonus: Comfortable working in Spanish, Portuguese, French, or another language in our target regions.
- Curious, resourceful, and eager to create an excellent customer experience
Desired Candidate Profile
Proven experience in a technical support or engineering leadership role.
- Strong technical troubleshooting skills and familiarity with modern web technologies.
- Comfortable reading and understanding TypeScript, Node.js, Javascript, and React.
- Experience working with APIs, logs, and cloud-based tools.
- Knowledge or exposure to AI/LLMs (Large Language Models) and their applications.
- Exceptional communication skills with the ability to coach and guide others.
- Calm and structured problem-solving approach in high-pressure scenarios.
- Experience managing or scaling support operations in a SaaS or AI/ML environment.
- Good knowledge of English and French. Bonus: Comfortable working in Spanish, Portuguese, French, or another language in our target regions.
- Curious, resourceful, and eager to create an excellent customer experience
Company Industry
Department / Functional Area
Keywords
- Technical Support Engineering Lead
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Botpress Technologies Inc.
Botpress allows companies to build and deploy advanced AI agents that move beyond conversation into real business logic. As the 3rd fastest-growing B2B AI start-up worldwide , we re at the forefront of the AI revolution, providing the most widely-used platform for sophisticated AI agents. Botpress recently raised its $25 million Series B funding. As a fast-growing start-up, we run a lean and innovative ship that leans on AI for maximum business impact. At Botpress, everyone is an owner, bringing their unique perspective and talents. Our teams are talented and passionate. We intentionally hire individuals who are eager, passionate, talented, and hungry to learn and grow throughout their career. You'll be on a team that's not just adapting to the AI revolution, but leading it. Joining our team means changing the future of enterprise AI and building technology that will define the next era of business automation.