This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Technical Support Agent based in the United States.
This role is designed for an experienced technical support professional who thrives on solving complex challenges and delivering exceptional customer experiences. You will take ownership of high-impact technical issues, supporting enterprise customers across global markets while working with a collaborative and fast-moving team. As a senior contributor, you will serve as a trusted escalation point, mentor fellow support professionals, and help improve internal processes and documentation. The role combines deep troubleshooting expertise, customer advocacy, and cross-functional collaboration with Engineering and Product teams. You will work in an environment where curiosity, ownership, and continuous learning are highly valued. This is an opportunity to make a meaningful impact while contributing to the growth of an innovative AI-powered platform
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Technical Support Agent based in the United States.
This role is designed for an experienced technical support professional who thrives on solving complex challenges and delivering exceptional customer experiences. You will take ownership of high-impact technical issues, supporting enterprise customers across global markets while working with a collaborative and fast-moving team. As a senior contributor, you will serve as a trusted escalation point, mentor fellow support professionals, and help improve internal processes and documentation. The role combines deep troubleshooting expertise, customer advocacy, and cross-functional collaboration with Engineering and Product teams. You will work in an environment where curiosity, ownership, and continuous learning are highly valued. This is an opportunity to make a meaningful impact while contributing to the growth of an innovative AI-powered platform
Accountabilities:
- Owning and resolving the most technically complex, high-priority, and enterprise-critical customer cases through email and live screen sharing while supporting EMEA/APAC customers during a 3:00 AM - 12:00 PM Eastern Time schedule.
- Investigating ambiguous technical problems through structured troubleshooting, root-cause analysis, and effective solution development.
- Acting as a technical escalation point for the support team by reviewing challenging cases and helping other agents identify the right resolution paths.
- Creating clear action plans and communicating solutions confidently to customers, including enterprise stakeholders and technical users.
- Partnering with Engineering, Product, and internal teams to escalate issues, track resolutions, and drive long-term improvements.
- Identifying recurring customer issues and proactively contributing to product improvements and support strategies.
- Maintaining and improving documentation, troubleshooting guides, and internal knowledge resources.
- Mentoring and coaching newer support team members on troubleshooting techniques, customer communication, and prioritization.
- Staying up to date with AI-powered product developments and sharing knowledge across the team.
- Managing competing priorities effectively while balancing customer support, technical investigations, and mentorship responsibilities.
- 4-5 years of experience in a technical customer support or service role, including experience supporting complex or enterprise-level customers.
- Proven ability to diagnose and resolve challenging technical issues independently.
- Strong analytical thinking, troubleshooting skills, and sound judgment when prioritizing customer-impacting problems.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
- Experience mentoring, coaching, or informally leading other support professionals.
- Ability to work autonomously in a fast-paced, high-growth environment.
- Strong collaboration skills and a mindset focused on teamwork, learning, and continuous improvement.
- Genuine curiosity and comfort working with AI-powered products and explaining AI-related concepts to customers.
- Experience with CRM or ticketing platforms, web applications, API/SSO integrations, operating systems, or Learning Management Systems (LMS) is a plus.
- Competitive total compensation targeted between $89,600 and $103,000, depending on experience.
- Equity opportunities with a rapidly growing company.
- Health, dental, and vision insurance coverage.
- 401(k) retirement plan options.
- Unlimited paid time off.
- Flexible remote work environment.
- Opportunity to make a significant impact while helping scale an innovative technology company.
- Chance to collaborate with experienced leaders and contribute to a supportive, inclusive, and ambitious team culture.
As a Senior Technical Support Agent, you will be responsible for resolving complex customer issues, improving support operations, and acting as a technical resource for the wider team. Your main responsibilities will include:
Requirements:
The ideal candidate has strong technical support experience, excellent problem-solving abilities, and the communication skills needed to support complex customer environments. Required qualifications and skills include:
Benefits: