Support Lead, Gen AI Product Suite

Support Lead, Gen AI Product Suite at HCLTech

HCLTech is seeking a highly talented and self-motivated Support Lead, Gen AI Product Suite to join its team, dedicated to advancing the technological world through innovation and creativity. This full-time, remote position involves overseeing advanced technical support for our AI-driven software platform and its integrated products.

As a highly skilled Support Lead, you will combine hands-on technical troubleshooting, team leadership, and cross-functional coordination. This role guides the L2 and L1 teams as needed, acts as the primary escalation point for complex incidents, and collaborates directly with Engineering, DevOps, and Product teams to ensure high service reliability and customer satisfaction.

This position serves as the bridge between frontline (L1) support and product engineering teams, ensuring fast, accurate diagnosis and resolution of customer issues. The ideal candidate possesses strong analytical skills, hands-on experience with AI/ML systems, and the ability to communicate effectively with both customers and engineering teams.

Key Responsibilities

• Technical leadership and escalation Management
• Team leadership and mentorship
• Advanced Technical Troubleshooting – Investigate, reproduce, analyze, and troubleshoot customer-reported issues across products/services.
• Customer Incident Management ownership for the team
• Cross-Functional Collaboration – Work closely with L1, Engineering teams, and customers, ensuring effective communication and collaboration.
• Knowledge Management and Process excellence
• Tools, Monitoring and Product expertise

Required Skills & Qualifications

Technical Skills

• 6-10 years of experience in product support or technical support roles with at least 2-3 years in a lead role.
• Strong understanding of GenAI, RAG, agentic frameworks.
• 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 L2 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.
• ITIL Foundation certification (Incident, Problem, Change Management concepts).
• Understanding of DevOps practices and CI/CD pipelines.
• Prior experience in leading P1 war rooms or incident command roles.

Pay and Benefits

The base pay range for this position is $180,000 to $210,000 per year. A candidate’s pay within this 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. Benefits include 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; 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.

Key skills/competency

• GenAI
• RAG
• Python
• Technical Troubleshooting
• Team Leadership
• Incident Management
• Cross-functional Collaboration
• DevOps
• Customer Support
• Problem Solving