Senior Technical Support Agent - East Coast, Night Shift
Core
Senior technical support agent resolving complex, high-stakes enterprise issues for an AI roleplay simulator platform, primarily serving EMEA/APAC customers.
Role type
Senior Individual Contributor Technical Support Agent
Builds
AI-powered conversational roleplay platform for experiential learning
Domain
EdTech / AI / SaaS
Deliverable
client delivery
Required skills
complex troubleshooting, root-cause analysis, technical escalation, mentoring/coaching, cross-functional partnership, documentation, pattern recognition, time management
Preferred skills
HubSpot/CRM workflow expertise, web application/API troubleshooting, LMS/SCORM experience
Technologies
HubSpot, LMS, SCORM, LTI, web applications, APIs
Responsibilities
Own and resolve complex enterprise-critical tickets via email and screen share; independently diagnose ambiguous technical issues; serve as technical escalation point for the team; partner with Engineering/Product to resolve systemic issues; create clear action plans for customers; identify and flag recurring issues; maintain support documentation; mentor newer agents; stay current on AI platform features.
Seniority
Senior, hands-on IC with mentorship responsibilities
