Technical Support Engineering Lead

Botpress; Italia; Remoto; EUR 65.000 - 85.000; Tempo pieno

Descrizione del lavoro

A leading AI technology company is seeking a Technical Support Engineering Lead to manage their support engineering team. You will drive technical assistance, mentor team members, and ensure high-quality customer support. The ideal candidate has experience in technical support leadership, strong troubleshooting skills, and familiarity with modern web technologies like TypeScript and Node.js. This position is offered with a competitive salary and flexible working benefits.

Servizi

Work at the forefront of AI-powered automation

Grow in a dynamic environment

Competitive salary and flexible benefits

Competenze

• Proven experience in a technical support or engineering leadership role.
• Comfortable with modern web technologies and troubleshooting.
• Curious and resourceful to create excellent customer experiences.

Mansioni

• Lead and mentor a team of Technical Support Engineers.
• Oversee support operations and ensure high-quality responses.
• Collaborate with Engineering and Product teams for improvements.

Conoscenze

Technical troubleshooting skills

Familiarity with modern web technologies

Understanding TypeScript, Node.js, Javascript, and React

Experience working with APIs

Knowledge of AI/LLMs

Exceptional communication skills

Problem-solving under pressure

Experience in SaaS or AI/ML environment

Good knowledge of English and French

Descrizione del lavoro

Overview

Help bring AI agents to companies worldwide. Over the next decade, autonomous agents will redefine how we work. Botpress allows companies to build and deploy advanced AI agents that move beyond conversation into real business logic. Our product works today and at scale, across industries, regions, and limitless use cases. 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. The work ahead is ambitious. The opportunity is rare. We take a deliberate approach to growth: product-led, capital-efficient, and highly focused. If you want to build foundational technology for one of the most meaningful platform shifts in software, we're looking for top talent to join us. This is a remote role open to candidates based in the European Union or United Kingdom.

Key Highlights

• Over 1 million AI agents and chatbots deployed
• 700,000+ platform users
• Trusted by 35% of Fortune 500 companies
• 7 years of expertise in AI solutions

About The Role

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.

Key Responsibilities

• 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

Requirements

• 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

About Botpress

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. We operate mainly in-office, with a culture that values both technical rigor and shared ambition. 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.

Benefits

• Work at the forefront of AI-powered automation in a fast-growing start-up
• Grow in a dynamic and stimulating environment
• Competitive salary and flexible benefits to support your well-being