Technical Customer Specialist

What You Will Do

• Help Desk Support & Troubleshooting
• Serve as the first point of contact for all inbound customer inquiries via ticketing system and email, responding in a timely, professional, and friendly manner.
• Assist customers with day-to-day issues including lost passwords, account access, security setup, verification emails, locating resources, and other platform-related concerns.
• Diagnose and resolve technical issues efficiently, escalating complex problems to engineering or product teams when necessary while keeping the customer informed throughout the process.
• Follow up with customers to ensure issues are fully resolved and satisfaction is achieved.
• Customer Success & Relationship Management
• Build and maintain strong, positive relationships with customers, acting as a trusted advisor and advocate for their needs.
• Proactively engage with customers to understand their unique goals and technical use cases, providing tailored guidance on how to maximize the value of the Ask Sage platform.
• Track and report on customer engagement, usage metrics, support case trends, and success stories, providing regular updates to both internal and external stakeholders.
• Maintain a warm, approachable, and professional demeanor in every customer interaction — ensuring users feel heard, valued, and supported.
• Technical Guidance & Generative AI Expertise
• Develop and maintain a deep working knowledge of the Ask Sage platform, including its generative AI capabilities, features, and applications across government and commercial sectors.
• Educate and guide customers on best practices for utilizing generative AI tools, including prompt engineering, use case development, and workflow optimization.
• Conduct technical training sessions, walkthroughs, and workshops to help clients adopt and get the most out of our AI-driven solutions.
• Stay current with platform updates, new features, and emerging trends in generative AI to provide accurate, up-to-date support and recommendations.
• Documentation & Knowledge Management
• Document all customer interactions and support cases thoroughly and accurately for reporting and trend analysis.
• Contribute to the creation and maintenance of support documentation, including FAQs, knowledge base articles, how-to guides, and training materials.
• Generate and analyze support reports to identify recurring issues, common questions, and opportunities for process improvement.
• Collaboration & Continuous Improvement
• Work closely with both the Technical and Sales Teams to address customer needs, resolve complex issues, and relay user feedback for platform enhancements.
• Identify opportunities to improve the customer support experience, contributing ideas for new resources, streamlined processes, and proactive outreach strategies.
• Participate in ongoing training and professional development to continuously enhance technical support skills and generative AI knowledge.

What You Need To Have

• 3+ years of experience in a technical support, help desk, technical customer success, or technical account management role, preferably within a SaaS or technology company.
• Ability to obtain a Security Clearance
• Strong understanding of generative AI technologies and their practical applications, with the ability to communicate complex technical concepts to non-technical users in a clear and approachable manner.
• Exceptional customer service skills — you are naturally friendly, patient, empathetic, and accommodating, with a genuine desire to help people succeed.
• Excellent written and verbal communication and interpersonal skills, with the ability to build rapport and trust with diverse customers and internal teams.
• Strong problem-solving skills, attention to detail, and the ability to manage multiple support cases simultaneously.
• Proficiency in using support ticketing systems and other help desk tools.
• Able to work independently and collaboratively in a remote work environment.

About BigBear.ai

BigBear.ai is a leading provider of AI-powered decision intelligence solutions for national security, supply chain management, and digital identity. Customers and partners rely on Bigbear.ai’s predictive analytics capabilities in highly complex, distributed, mission-based operating environments. Headquartered in McLean, Virginia, BigBear.ai is a public company traded on the NYSE under the symbol BBAI. For more information, visit https://bigbear.ai/ and follow BigBear.ai on LinkedIn: @BigBear.ai and X: @BigBearai.

BigBear.ai is an Equal opportunity employer all protected groups, including protected veterans and individuals with disabilities.