Senior Technical CX Specialist

Highlights

• Own the most complex, high-impact customer escalations hands-on.
• Lead live troubleshooting calls in high-stakes customer scenarios.
• Surface escalation patterns to drive product and process improvements.

What they offer

• Equity
• Bonus

Ideal candidate

Seasoned support operator who thrives in complexity and stays calm under pressure. Loves solving hard customer problems hands-on, mentoring peers, and turning escalations into lasting improvements without seeking people management.

Requirements

• 4-6+ years supporting complex, AI-powered or ML-driven products in technical support
• Proven experience as senior escalation point for complex or high-risk issues
• Strong technical troubleshooting across workflows, APIs, integrations and system behavior
• Experience managing bugs and partnering with Product and Engineering
• Ability to handle high ticket volume with quality, responsiveness and empathy
• Confidence leading customer calls with technical and non-technical users
• Strong written communication for documenting investigations and complex issues
• Track record of mentoring peers without formal people management
• Comfort operating in fast-moving environments with evolving processes