Senior Technical Support Specialist

Job Description

Responsible for managing and resolving complex technical issues for enterprise customers, performing root cause analysis, supporting AI-driven workflows and integrations, collaborating with engineering teams, handling critical incidents, and ensuring high customer satisfaction through effective troubleshooting and communication.

Key Responsibilities
Own customer-reported issues from intake to resolution while meeting SLAs.
Diagnose and troubleshoot complex issues in AI workflows, integrations, and platform configurations.
Handle critical Sev-1 and Sev-2 incidents and coordinate with Engineering and Product teams.
Perform Root Cause Analysis (RCA) and provide actionable recommendations.
Communicate effectively with customers during incidents and provide timely updates.
Create high-quality bug reports, incident summaries, and technical documentation.
Improve support processes, runbooks, and escalation procedures.
Mentor junior support engineers and contribute to operational excellence.