Head of Support

About the role

The Head of Support is a strategic leadership role responsible for building and operating an AI-first product support function across all Mercans product lines. This person owns the vision of ticket elimination through automation, root cause resolution, and self-service. They manage a lean team that includes a dedicated L3 engineering bench, an AI operations specialist, and a shift-based support engineering team providing 24/7 global coverage.

What you'll do

• AI Strategy & Automation
• Own the AI agentic support strategy: define the roadmap for AI-driven triage, auto-resolution, self-service, and predictive support
• Lead the deployment of AI-based ticketing and triage tools, transitioning from manual queue management to intelligent automation
• Evaluate and adopt AI/ML capabilities to continuously increase auto-resolution rates and reduce human intervention
• Work with the Customer Sentiment Pod on the proprietary customer support AI agent roadmap

What you need

• Lean
• Machine learning
• NLP
• JIRA
• LLMs
• Prompt engineering
• MBA or B.Tech or B.E. or B.Sc or BCA

Good to have

• Performance management