Senior Technical Support Specialist
Owns high-severity enterprise customer issues for deployed agentic AI systems, diagnosing failures across AI behavior, workflows, integrations, and configuration. The role requires 6–9+ years of senior technical support, reliability, or production engineering experience, strong incident management, and clear customer communication.
About the job
Responsibilities
- Own customer-reported production issues from intake through resolution while adhering to SLAs.
- Diagnose and coordinate issues across agents, tools, integrations, workflows, and human-in-the-loop processes.
- Provide customer workarounds while engineering fixes are developed.
- Debug failures involving AI behavior, prompt and policy logic, workflow orchestration, integration constraints, data quality, and customer configuration.
- Resolve Sev-1 and Sev-2 incidents and escalate them to the appropriate teams.
- Communicate calmly and clearly with customers during incidents, explain AI failures, set realistic recovery timelines, and rebuild trust through transparency and follow-through.
- Write high-signal bug reports, root-cause analyses, and incident summaries.
- Provide production feedback to Engineering and Product based on customer impact.
- Improve runbooks, playbooks, diagnostics, on-call hygiene, and escalation processes.
- Mentor junior support engineers and raise support quality standards.
Requirements
- 6–9+ years of experience in senior technical support, reliability, or production engineering roles.
- Experience supporting enterprise SaaS platforms in production.
- Strong understanding of APIs, integrations, distributed systems, logs, traces, and diagnostics.
- Experience handling technical escalations and production incidents.
- Customer-facing experience with senior stakeholders.
- Excellent debugging and root-cause analysis skills.
- Ability to operate effectively in ambiguous systems and communicate clearly with engineers and customers.
- Strong ownership, reliability, judgment, and incident-management skills.
Nice to Have
- Experience supporting AI or automation platforms.
- Familiarity with workflow orchestration or agentic systems.
- Familiarity with AWS, Google Cloud, or Microsoft Azure.
- Experience with high-availability, 24/7 systems.
Compensation & Benefits
- Compensation is determined based on location, level, job-related knowledge, skills, and experience.
- The role may be eligible for variable compensation, equity, and benefits.
Skills
APIs, Integrations, Distributed Systems, Logs, Traces, Diagnostics, Workflow Orchestration, Root Cause Analysis, Incident Management, AWS, GCP, Microsoft Azure, Enterprise Saas
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