Senior Solution Engineer and Tech Support Lead

We are seeking a dynamic and experienced Senior Solution Engineer and Tech Support Lead to join our global team. This role will be responsible for managing a global team in the US, overseeing support operations from Israel, and leading critical support processes, monitoring, and incident management.

We are a rapidly growing product-led SaaS startup dedicated to revolutionizing efficiency, intelligence, collaboration, and safety through our proprietary speech-powered AI technology. With a strong investment of $33 million from top-tier VCs, including New Era Capital Partners and Hamilton Lane, we are well-positioned to make a significant impact in the industry.

At aiOla, we have a talented team of professionals spanning Israel and the US, encompassing Product, Data Science, Data Engineering, Analytics, Marketing, and Customer Success. Our culture thrives on collaboration, innovation, and a shared ambition to excel. We are looking for visionary thinkers and innovative creators who are passionate about pushing the boundaries of AI and making a tangible impact in everything we do. Join us on an incredible journey of continuous learning and personal growth.

Requirements:

• Bachelor’s degree in Computer Science, Engineering, or a related field; or equivalent practical experience.
• Proven experience (5 years) in a senior technical support or solution engineering role, ideally in AI solutions for B2B sectors.
• Strong leadership and team management skills, with experience managing remote teams.
• Excellent problem-solving abilities and a strong technical aptitude for understanding complex technical issues.
• Exceptional communication skills, with the ability to interact confidently with customers and internal stakeholders.
• Experience with incident management tools and processes (e.g., JIRA, Zendesk, etc.).
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Willingness to travel abroad (once a quarter) to support client onboarding.
  
  

• Certifications in relevant technologies (e.g., ITIL, AWS, Azure, etc.).
• Experience working in a global or distributed team environment.
  
  

• Manage and mentor a team of support engineers based in the US, ensuring the efficient resolution of customer issues and escalations.
• Provide hands-on support during European time zones when needed.
• Lead and optimize support processes, including incident management, monitoring, and performance metrics.
• Act as the primary point of contact for customer communication, effectively managing expectations and ensuring the timely resolution of issues.
• Collaborate closely with cross-functional teams to develop appropriate customer solutions and enhance use cases, clearly demonstrating the value of our solutions to customers.
• Provide technical expertise and guidance to both internal teams and customers on product implementation and troubleshooting.
• Continuously evaluate and improve support strategies to enhance customer satisfaction and retention.
• Stay updated with industry trends and best practices to integrate into our support methodologies.