Kore.ai is a globally recognized leader in the conversational and generative AI space helping enterprises deliver extraordinary experiences for their customers, employees, and contact center agents. Kore.ai’s goal is to empower businesses with effective, simple and responsible AI solutions that create engaging interactions. sectors serving over 100M of consumers and 500,000+ employees worldwide. With billions of interactions automated using our AI-powered technology, we have been able to save over $500M for these companies.
Kore.ai is one of the fastest growing AI companies globally. We are recognized as a leader by the leading technology and industry analysts like Gartner, Forrester, IDC, ISG, Everest, and others.
Founded in 2014 by serial successful entrepreneur, Raj Koneru, Kore.ai supports customers globally across offices in Orlando, Hyderabad, New York, London, Germany, Dubai Frankfurt, Tokyo and Seoul.
We’re reshaping the way companies harness the power of AI, simplifying and enhancing accessibility. Work alongside some of the brightest minds in the industry to pioneer safe, reliable solutions. Join the Kore.ai team and help companies of all sizes simplify the adoption of advanced AI solutions responsibly.
JD - Technical Support Manager (Product Support)
Kore.ai is a pioneering force in enterprise AI transformation, empowering organisations through our comprehensive agentic AI platform. With innovative offerings across "AI for Service," "AI for Work," and "AI for Process," we're enabling over 400+ Global 2000 companies to fundamentally reimagine their operations, customer experiences, and employee productivity.
Our end-to-end platform enables enterprises to build, deploy, manage, monitor, and continuously improve agentic applications at scale. We've automated over 1 billion interactions every year with voice and digital AI in customer service and transformed employee experiences for tens of thousands of employees through productivity and AI-driven workflow automation.
Recognised as a leader by Gartner, Forrester, IDC, ISG, and Everest, Kore.ai has secured Series D funding of $150M, including strategic investment from NVIDIA to drive Enterprise AI innovation. Founded in 2014 and headquartered in Florida, we maintain a global presence with offices in India, the UK, Germany, Korea, and Japan.
Role Overview:
We are seeking an experienced, customer-focused, and highly skilled Technical Support Manager to join our Product Support team. This role is responsible for overseeing day-to-day technical support operations, improving service quality, managing team performance, and ensuring speedy resolution of technical issues.
The ideal candidate should be hands-on technically and be able to troubleshoot the conversational or agentic AI platform issues reported by the AI implementation team, along with possessing process optimisation skills.
This role demands a quick learner of tools and technologies required to support the Kore.ai platform.
Key Responsibilities:
1. Technical & Operational Leadership:
· Should be able to lead, manage, and scale high performing team of technical support engineers and provide technical guidance and mentorship.
· Oversee daily technical support operations, ensuring SLAs and KPIs are consistently met.
· Handle escalated customer issues and ensure timely resolution.
· Collaborate with product, engineering, and QA teams to resolve complex technical problems.
· Manage staffing, scheduling, resource allocation, and onboarding of new team members
2. Lead Technical Troubleshooting:
· Should be able to develop functional and technical competencies on the Kore.ai platform and guide the team.
· Should be able to troubleshoot the bot implementation technical issues and Bug escalation to the Engineering team and guide the team.
· Identify trends and patterns that can aid prioritisation by the Engineering team.
3. Support KPI Adherence:
· Meeting the Support KPI’s, including SLAs, Response Times, Frequency & Quality of Updates, MTTR, Ticket Backlog, Ticket Closures, Team Productivity, etc.
· Identify areas for improvement and suggest actionable steps to enhance SLA performance.
4. Knowledge and Escalation Management:
· Identify and address documentation gaps in product materials.
· Manage escalated customer accounts through structured governance, including weekly reviews and stakeholder updates.
· Coordinate knowledge-sharing sessions with Product and Engineering teams for new features and platform enhancements.
· Develop and maintain internal and community knowledge base articles to improve self-service and issue resolution efficiency.
5. Process Improvement:
· Continuously seek to improve, enhance, and streamline troubleshooting and support operational processes.
· Implement best practices in troubleshooting and building the troubleshooting documents.
· Assist in automating manual processes and dependencies through support-tool development and the use of AI.
Qualifications:
· The candidate should be a graduate, preferably in Engineering/Computer Science
· Minimum relevant experience of 10-12 years with at least 2-3 years of managerial experience as a Technical Support Manager.
· Background in Application/Platform Technical Support preferred.
· Proven experience and understanding of support tools like Zendesk Explore, ServiceNow, and Excel-reporting.
· Strong analytical skills with paying attention to the details
· Excellent organisational and time-management skills.
· Self-motivated with the ability to work independently and as part of a team.
· Persuasive communication skills to effectively collaborate with leadership and other stakeholders
Tech Skills:
Programming Languages: JS frameworks (Angular/Node JS/React JS), Java, and Python
Troubleshooting: Log Analysis, SSO, User Management
Tech Stacks: RabbitMQ, S3, Redis
Monitoring Tools: Grafana, Kibana
DB: RDBMS/MongoDB/Vector DB
Support Ticket System: Zendesk, JIRA
Preferred Skills:
- Proficiency in Agentic/Conversational AI Platforms.
- Knowledge of Microservices, Containers and AWS/Azure Services
- Knowledge of APM tools like Grafana
- Knowledge of telecom components like SIP, FreeSWITCH, VOIP, ASR/TTS
- Knowledge of LLM, AI Models
- Knowledge of Integration Channels like WhatsApp, Teams, ServiceNow,
- Salesforce, Genesys, NICE, Zendesk
Why Join Us?
At Kore.ai, you won't be maintaining quality for conventional software—you'll be defining what quality means for an entirely new category of platform technology that enables enterprise-scale agentic applications. Your work will directly influence how the world's leading organisations build, deploy, and trust AI systems, establishing standards that could transform the industry.
Join us in building not just a better platform, but the frameworks that ensure enterprise agentic applications deliver on their transformative promise safely, effectively, and responsibly at scale.
Skills Required
- Graduate degree in Engineering/Computer Science
- 10-12 years of relevant experience including at least 2-3 years in a managerial role
- Background in Application/Platform Technical Support
- Experience with support tools like Zendesk, ServiceNow, Excel
- Strong analytical skills and attention to detail
- Excellent organizational and time-management skills
- Self-motivated and able to work independently or in a team
- Persuasive communication skills to collaborate effectively
Kore.ai Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Kore.ai and has not been reviewed or approved by Kore.ai.
-
Fair & Transparent Compensation — Pay is characterized as fair or competitive in certain roles, with particular strength noted in senior U.S. go-to-market positions. Pay-and-benefits sentiment also trends toward the middle-to-okay range rather than uniformly negative.
-
Healthcare Strength — Health insurance is portrayed as strong in the limited U.S. benefits snapshots available. Core medical coverage is presented as a clear bright spot where details are provided.
-
Parental & Family Support — Paid parental leave is presented as comparatively strong, with maternity and paternity leave described as meaningful. Family-related time-off support is one of the more consistently specified benefits elements.
Kore.ai Insights
What We Do
Digital future is headed where convenience and speed coexist with personal and human touch. People should be able to communicate with companies, systems and smart machines in the same way they’d talk to friends and colleagues. Kore.ai strives to achieve this with its unsurpassed innovation in Natural Language Understanding (NLU) to deliver the next generation of human-to-machine interactions, in the form of virtual assistants, for the greater good of our customers and their employees. We are constantly in search of people who share this vision and are fired by values that we believe are at the core of everything we do: an obsession to achieve client success through understanding and empathy, turning every challenge as an opportunity to innovate, a culture of openness, the willingness to embrace bold ideas; and being a trailblazer when it comes to trying, failing (fast) and learning to succeed. A reason why reputed analyst firms like Gartner, Forrester, IDC, ISG, Everest Group, Celent, and more have recognized as a Market Leader. It is not worth living if you are not having some fun – Kore.ai has everything you need to make your career successful, purposeful, and happy. Because digital experiences of today will eventually manifest as conversational interactions and transform the way enterprises interact with their customers, partners and employees, we have every reason to believe you can make a difference.
.jpeg)
