Senior Technical Support Specialist

Ticket Resolution & Escalation Handle escalated customer issues and concerns that are both complex and high-priority. Use agentic tooling to diagnose and resolve technical issues. Serve as the main point of contact for Support-related issues with the whole team. Cross-Functional Collaboration Collaborate with other departments or teams to ensure cross-functional alignment, including providing feedback on features. Maintain a constant feedback loop with the Director of Customer Support to be aligned on current team challenges and solutions. Develop and maintain relationships with key customers or partners to enhance customer experience and loyalty. Knowledge & Process Maintain Subject Matter Expert level knowledge of the product. Stay up-to-date on industry trends and emerging technologies that could impact customer support. Communicate trends and issues that might affect Support to the whole team.

Required At least 4 years in a technical support role at a relevant SaaS organization. Comfortable using tools like FreshDesk, Slack, G-Suite, etc. Expert technical troubleshooting and problem-solving skills in a professional environment using chat/phone/email. Experience handling multiple projects simultaneously. Track record of professional and effective verbal and written communication skills with customers. Great English proficiency. Ability to excel in a fast-paced environment, embrace change, and show good judgment. Attention to detail. Ability to manage multiple priorities. Self-motivated with commitment to high-quality work. Active use of AI tools as a core part of daily work — researching tickets, drafting responses, and maintaining context across escalations. Comfortable using AI/agentic workflows. Solution-driven mindset: brings escalations and process discussions a researched, proposed path forward rather than just a question. Comfort reading and reasoning about relational data models well enough to trace an issue across related records, and experience running backend remediation scripts (e.g. via Django admin) safely — verifying dry-run output before executing any live, irreversible change. The ideal candidate is technically sharp, self-motivated, and comfortable being the point of contact when something is unclear or breaking. Seniority in this role comes from technical depth, not from managing people — this is not a leadership or coaching position. The ideal candidate is naturally curious, self motivated and dedicated to learning and teaching. This is a 100% remote role. Ability to consistently work in PST, MST, CST, EST preferred.

Excellent time management skills.