Senior Technical Support Specialist
Job Summary
Owning the health and reliability of deployed agentic AI systems, the full-time Senior Technical Support Specialist will manage customer-reported issues, provide debugging and resolution for production incidents, and ensure customer trust through effective communication, all while working remotely.
Key responsibilities
- Diagnosing and resolving Sev-1 and Sev-2 customer incidents while maintaining calm communication with clients
- Providing actionable root cause analyses and workarounds to customers during issue resolution
- Collaborating with Engineering and Product teams to improve system reliability and prevent future incidents
Required qualifications
- 6-9+ years in senior technical support, reliability, or production engineering roles
- Experience supporting enterprise SaaS platforms in production
- Strong understanding of APIs, integrations, and distributed systems
- Proven track record in handling escalations and incidents effectively
- Customer-facing experience with senior stakeholders
Complete Job Description
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