Technical Support Specialist
Core
Own complex technical queries and serve as escalation point for tricky investigations for a SaaS AI customer agent platform.
Role type
Senior IC technical support specialist (SaaS/AI)
Builds
Customer support workflows and product reliability for a global SaaS platform
Domain
SaaS / AI Customer Support
Deliverable
client delivery
Required skills
technical support in SaaS, API/webhooks knowledge, debugging complex issues, troubleshooting, KPI management, critical thinking, on-the-fly learning
Preferred skills
Tier 2 support experience, coaching/mentoring, using AI tools for troubleshooting, experience with similar SaaS platforms
Technologies
Slack, Chrome, Coda, REST API
Responsibilities
Communicate efficiently with customers via inbox and phone, own customer issues from contact to resolution, debug complex technical issues, collaborate with product teams to improve product and processes, build tools to increase team efficiency, influence product direction through customer feedback
Seniority
Mid-level, hands-on IC