Senior Technical CX Specialist
Core
Senior escalation point for complex, technical, and ambiguous customer issues in an AI-powered legal services platform, handling high-volume support while partnering with Engineering and Product.
Role type
Senior IC technical customer experience specialist
Builds
Enterprise-grade AI platform for legal and professional services
Domain
Legal technology / AI / Machine Learning
Deliverable
production ML models | product features | client delivery
Required skills
Advanced technical troubleshooting, API and integration expertise, bug management, pattern recognition, cross-functional collaboration, mentoring peers, high-volume support management, crisis communication
Preferred skills
Experience with agentic AI or machine learning products, ability to operate in ambiguity, strong written documentation skills
Technologies
APIs, integrations, system behavior analysis
Responsibilities
Own high-volume support queue and lead complex escalations, conduct live troubleshooting calls, manage bug lifecycle with Engineering, mentor team members, identify systemic issues to drive product improvements
Seniority
Senior, hands-on IC
