Lead Forward Deployed Engineer (FDE)

Emergent Labs; Bengaluru; On-site; INR 4,000,000 - 6,000,000; Full time

Benefits offered by this job

Daily Meals: Lunch and Dinner provided

Family Insurance: 3 Lakhs coverage

Unlimited Paid Time Off

Flexible Working Hours

Job summary

Emergent Labs is hiring a Senior Manager of Customer Support to lead a high‑performing team that handles technical and non‑technical tickets across our AI‑driven SaaS platform. You will build scalable support processes, automate repetitive workflows, monitor SLAs and customer satisfaction, and partner with engineering and product to reduce recurring issues while mentoring your team.

This role offers ownership, visibility, and the opportunity to shape the future of customer experience for AI

Qualifications

• 8+ years of experience with 3+ years in team leadership.
• Strong backend/frontend tech familiarity: Python, SQL, React.js, MongoDB.
• Experience in SaaS or AI-driven products.
• Demonstrated ability to analyze data and identify scalable solutions.
• Hands-on leader who guides and mentors the team.
• Ability to diagnose and fix issues quickly and effectively.

Responsibilities

• Lead and empower a high‑performing team of support professionals handling both technical and non‑technical tickets.
• Build scalable support processes to improve throughput and reduce manual intervention, including automation of repetitive workflows.
• Monitor and improve SLAs, response times, and customer satisfaction metrics with data-driven improvements.
• Collaborate with engineering and product teams to identify recurring issues and implement preventive fixes.
• Mentor and upskill the team through coaching and hands-on problem solving.
• Optimize operational efficiency with automation, analytics, and best practices for rising ticket volumes.
• Own the support strategy from tooling and metrics to workflows and knowledge base development.

Skills

Team leadership

Data analysis

Python

SQL

React.js

MongoDB

Job description

Emergent builds autonomous coding agents that replace traditional software development by generating, testing, and deploying production applications directly from plain-language intent. Our systems run in production at global scale and are used to build millions of real applications.

Since public launch, Emergent has crossed $100M in ARR and grown to over 10M users across 190+ countries. We're backed by Khosla Ventures, SoftBank, Google, Lightspeed, Prosus, Together, and Y Combinator.

We're solving the hard part of AI-driven software creation: correctness, reliability, security, and scale in real production systems. The team is built by repeat founders, Olympiad medalists, IIT & IIM alumni, and leaders from Google, Amazon, and Dropbox.

We're hiring builders who want ownership, speed, and impact at global scale.

What You'll Do:

• Lead and empower a high-performing team of support professionals handling both technical and non-technical tickets
• Build scalable support processes that improve throughput and reduce manual intervention, including automation of repetitive workflows through scripting
• Monitor and improve SLAs, response times, and customer satisfaction metrics by introducing data-driven improvements
• Collaborate closely with engineering and product teams to identify recurring issues, implement preventive fixes, and enhance product stability
• Mentor and upskill your team through technical coaching, process reviews, and hands-on problem-solving
• Continuously optimize operational efficiency by leveraging automation, analytics, and best practices to handle increasing ticket volumes effectively
• Own the support strategy from tooling and metrics to workflows and knowledge base development

What We're Looking For:

• 8+ years of experience, including 3+ years of team leadership or people management
• Good understanding of backend and frontend technologies (Python, SQL, React.js, MongoDB)
• Proven experience in SaaS or AI-driven products with a passion for solving user-facing challenges in fast-paced environments
• Demonstrated ability to analyze data, identify patterns, and implement long-term, scalable solutions
• Exceptional problem-solving, debugging, and process-design skills
• A hands-on leader who's comfortable jumping into technical issues when needed and guiding the team toward excellence

You’ll Have the Opportunity To:

• Work with cutting-edge AI technologies while tackling novel analytical and operational challenges
• Shape the future of customer experience for AI products, designing scalable, human and automation hybrid support systems
• Drive continuous improvement in both people and processes, making support a key differentiator for Emergent
• Collaborate cross-functionally with some of the brightest minds in AI and engineering

Why Join Us:

• Work on one of the fastest-growing AI platforms
• High ownership and visibility role
• Competitive compensation and equity

Benefits and Perks:

• Daily Meals: Lunch and Dinner provided
• Family Insurance: 3 Lakhs worth of coverage for you and your family
• Unlimited Paid Time Off: Take the time you need to recharge and come back refreshed
• Flexible Working Hours: Work arrangements that fit your life and commitments

Let's build the future of software together.