Senior Technical Support Agent

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.

Requirements

• 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.

Benefits

• 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.