Senior Technical CX Specialist
Senior technical customer experience specialist handling complex escalations, support investigations, bugs, and customer calls for an AI-powered product. The role requires 5+ years of technical support experience, strong API and integration troubleshooting, and peer mentoring skills.
About the job
Responsibilities
- Own a high-volume support queue while handling complex, high-impact, and ambiguous customer issues.
- Serve as the senior escalation point for technical investigations, edge cases, and customer-impacting incidents.
- Lead live customer calls to troubleshoot issues, set expectations, and drive resolution.
- Troubleshoot product workflows, integrations, APIs, and system behavior.
- Partner with Engineering and Product on bug investigations, reproductions, prioritization, and resolution.
- Write actionable bug reports with reproduction steps and customer-impact context.
- Track issues through resolution and communicate updates to customers and internal stakeholders.
- Mentor peers and share troubleshooting frameworks, product insights, and best practices.
- Contribute to internal documentation, playbooks, and troubleshooting guides.
- Identify escalation patterns and recommend product, tooling, process, and support-quality improvements.
Requirements
- 4–6+ years of experience supporting complex, AI-powered, or machine-learning-driven products in a technical customer support environment.
- Experience serving as a senior escalation point for complex, technical, or high-risk customer issues.
- Strong technical troubleshooting skills, including APIs, integrations, and technical system behavior.
- Experience managing bugs and collaborating with Product and Engineering.
- Ability to manage high ticket volume while maintaining quality, responsiveness, and customer empathy.
- Ability to lead customer calls and communicate with technical and non-technical users.
- Strong written communication, especially for documenting investigations and summarizing complex issues.
- Experience mentoring peers without formal people-management responsibility.
- Comfort working in fast-moving environments with evolving processes and incomplete information.
Compensation
- $112,000–$168,000 USD annually.
Skills
Technical Support, APIs, Integrations, Bug Tracking, Troubleshooting, Machine Learning, Customer Escalations, Incident Management, Product Management, Engineering Collaboration
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