AI Support Lead

HCLTech; Dallas (TX); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

401(k) retirement plan

10 days of paid time off

10 paid holidays

Job summary

HCLTech is seeking an AI Platform Support Lead in Dallas, Texas. This role involves technical leadership, team mentorship, and advanced troubleshooting of reported issues. Candidates should have extensive experience in product support, particularly with GenAI and scripting skills.

The successful applicant will engage in cross-functional collaboration and customer incident management. HCLTech offers a competitive pay range of $100,000 to $140,000 annually along with comprehensive benefits and growth opportunities.

Qualifications

• 6-10 years of experience in product support or technical support roles with at least 2-3 years in lead role.
• Strong understanding of GenAI, RAG, agentic frameworks.
• Ability to analyze logs, traces, memory dumps, and performance metrics.
• Experience supporting enterprise platforms.

Responsibilities

• Lead technical troubleshooting and customer incident management.
• Mentor product support engineers and ensure effective communication.
• Collaborate with cross-functional teams to resolve issues.

Skills

Technical support

Leadership

GenAI

Scripting (Python preferred)

Customer-centric

Analytical skills

Communication

Education

6-10 years of experience in product support

Job description

Overview

HCLTech is looking for a highly talented and self-motivated AI Platform Support Lead to join it in advancing the technological world through innovation and creativity.

Job Title: AI Platform Support Lead

Job ID: 68013

Role / Responsibilities

• Technical leadership and escalation Management
• Team leadership and mentorship
• Advanced Technical Troubleshooting – Investigate/reproduce/analyze/troubleshoot customer reported issues across products/services etc.
• Customer Incident Management ownership for the team
• Cross‑Functional Collaboration – Work closely with Product support team, Engineering teams, customer and ensure that the communication and collaboration is in tact.
• Knowledge Management and Process excellence
• Tools, Monitoring and Product expertise

Skills / Qualifications

Technical Skills

• 6-10 years of experience in product support or technical support roles with at least 2-3 years in lead role.
• Strong understanding of GenAI, RAG, agentic frameworks etc
• Solid scripting and debugging skills (Python preferred).
• Ability to analyze logs, traces, memory dumps, and performance metrics.

Leadership & Soft Skills

• Proven ability to lead, mentor, and guide Product support engineers.
• Excellent communication—able to simplify complex technical issues.
• Strong ownership mindset; acts with urgency during critical incidents.
• Skilled at cross‑functional coordination in fast‑paced environments.
• Customer‑centric, analytical, calm under pressure.

Preferred Qualifications

• Experience supporting enterprise platforms.
• Understanding of DevOps practices and CI/CD pipelines.
• Prior experience in leading P1 war rooms or incident command roles.

Pay and Benefits

Pay Range Minimum: $100,000 per year

Pay Range Maximum: $140,000 per year

EEO Statement: HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [e-mail] for investigation. A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

How You’ll Grow

At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.