Technical Support Lead

**About us**:
At Siena we are revolutionizing the customer service industry with the world's first autonomous AI customer service agents. We are a remote-first startup that's passionate about enabling machines to engage in delightful and empathic conversations. Siena is the first of its kind, designed to work out-of-the-box to interact with customers across all channels from a single platform.
If you're excited about AI and the intersection of human-to-machine communications, and want to be part of a team who is driving innovation and making a real impact, then come join us in pushing the boundaries of AI and CX.
**Some of our values**:
- ** Customer First**: It's not just about solving issues or closing deals. We're in the business of understanding our customers so well that we can anticipate their needs and blow their minds.
- ** Straight Talk**:Communication isn't just a checkbox for us—it's our operating system. We say what we mean, mean what we say, and have no hidden agendas or sugar-coating..
- ** Question & Disrupt**:We do things that have never been done before—not for the sake of being different but for being radically better.
- ** Act with Agency**: We don't wait for permission or perfect conditions. We evaluate the situation, make our best call, and go for it.
- ** Raise the Bar**: We're not just meeting standards, we're aiming for setting them.
- ** Fast & Fearless**:We move quickly but thoughtfully, and view mistakes and failures as stepping stones, not setbacks.
- ** Driven by Curiosity, Fueled by Growth**: We ask the questions no one else is asking, dive deep, and come out the other side better for it.
- ** Synergy Over Solo**:We value collaboration over individual achievement. When we work together, we're unstoppable. We're not just co-workers; we're co-creators.
**Job Overview**:
As Technical Support Lead you will be responsible for leading and scaling the team that enables exceptional customer support, troubleshooting technical issues, and offering insights for the continuous improvement of our AI products.
**Key Responsibilities**:
- Lead and mentor a team of technical support specialists, fostering a collaborative and customer-first environment.
- Act as a point of escalation for complex technical issues, ensuring swift and effective resolutions.
- Collaborate closely with the engineering and product teams to understand the nuances of our AI product, effectively communicating this knowledge to your team.
- Develop and maintain technical documentation, training materials, and support guidelines.
- Analyze support trends and report on key metrics, using insights to drive continuous improvement in support strategies.
- Ensure customer feedback is effectively communicated to the product team, aiding in the evolution of our product.
- Continuously share knowledge of our product features, capabilities, to internal and external stakeholders.
**Required Qualifications**:
- 3+ years in a technical support role, with at least 2 years in a leadership position.
- Proven management and leadership skills.
- Excellent problem-solving skills and the ability to handle multiple tasks under tight deadlines.
- Superb communication skills, both written and verbal, with an emphasis on clarity and empathy.
- Experience working in a remote, globally distributed team.
- Strong understanding of AI technologies, preferably with experience in GPT-powered solutions.
**Benefits**:
**The flexibility to work from anywhere**. Even if it's just from the comfort of your own bed (because let's face it, who doesn't love a good WFH situation?)
**Flexible working hours**. Because who said you can't design your day on your terms?
**Competitive salary and stock options**. We offer highly competitive salaries and equity, because we're building this together.
**Unlimited PTO**. With unlimited paid time off and a minimum of 15 days off per year, you'll have plenty of time to explore the world (or just your couch).
**Growth stipend**. An annual budget to continue learning and expanding your horizons. It's like getting a raise without having to ask for it. We invest in you, so you can continue to invest in yourself.
Siena provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

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