Senior Technical Support Specialist

Job Summary

To support customers of a leading Generative AI platform, the remote Senior Technical Support Specialist will manage complex technical escalations, drive issue resolution, and lead a small team while maintaining knowledge management and optimizing support workflows.

Key responsibilities

• Serve as the primary escalation point for high-visibility customer issues, diagnosing and resolving complex platform problems
• Own support knowledge management, creating internal documentation and improving support workflows and service-level targets
• Collaborate with engineering and product teams to address technical issues and mentor team members in troubleshooting and case management

Required qualifications

• Four years of combined experience in technical support, IT service desk, or customer support engineering, preferably in a SaaS environment
• Strong knowledge of Active Directory, Microsoft Entra ID (Azure AD), and identity and access administration
• Experience creating knowledge articles and implementing standards that enhance service-level performance
• Proficiency with ServiceNow or equivalent ticketing systems and reporting tools
• Eligibility to obtain and maintain a DoD clearance