Senior Technical CX Specialist

Skills

About the Role

You will own a high-volume support queue while serving as the senior escalation point for the most complex technical customer issues. You'll lead live customer calls, manage bugs end-to-end with Product and Engineering, mentor peers, and surface patterns from escalations to improve support quality and efficiency.

Requirements

• 4–6+ years supporting complex AI-powered or ML-driven products in technical customer support
• Experience as senior escalation point for complex technical issues
• Strong technical troubleshooting skills with APIs and integrations
• Experience managing bugs and collaborating with Product and Engineering
• Ability to handle high ticket volume with quality and empathy
• Confidence leading customer calls
• Strong written communication
• Track record of mentoring peers
• Comfort in fast-moving environments
• Availability for on-call rotation including nights, weekends, and holidays

Responsibilities

• Own a high-volume support queue and handle the most complex customer issues
• Serve as senior escalation point for technical investigations and incidents
• Lead live customer calls to troubleshoot and drive resolution
• Apply troubleshooting across product workflows, integrations, APIs, and system behavior
• Partner with Engineering and Product on bug investigation, prioritization, and resolution
• Write clear bug reports with reproduction steps and customer impact
• Track issues and communicate updates to customers and stakeholders
• Upskill peers and contribute to documentation, playbooks, and troubleshooting guides
• Identify patterns from escalations and surface insights to CX leadership

Benefits

• Equity