Senior Technical Support Agent

Job Summary

Supporting EMEA/APAC customers during the night shift, the full-time Senior Technical Support Agent will own and resolve complex technical issues via email and live screen share, mentor newer agents, and collaborate with internal teams to enhance support processes.

Key responsibilities

• Own and resolve high-priority technical tickets for enterprise accounts, working from 3:00 AM to 12:00 PM ET
• Independently diagnose ambiguous technical issues and provide effective solutions while determining when to escalate problems to Engineering
• Mentor and coach newer support agents on troubleshooting techniques and effective communication with customers

Required qualifications

• 4-5 years of experience in a technical customer support/service role, particularly with enterprise-tier accounts
• Advanced analytical and critical-thinking skills for diagnosing and resolving complex technical problems
• Experience mentoring or coaching other support agents
• Strong familiarity with AI-powered products and the ability to communicate technical concepts to non-technical users
• Ability to operate autonomously in a fast-paced startup environment