Senior Technical User Operations Specialist

About the Opportunity

The organization is revolutionizing legal and professional services through advanced agentic AI, an enterprise-grade platform, and deep domain expertise. As a Senior Technical User Operations Specialist, you will be the primary escalation point for complex technical customer issues, managing a high-volume support queue. This role emphasizes hands-on problem resolution, mentoring colleagues, and collaborating with Product and Engineering to continuously enhance support processes.

Key Responsibilities

• Manage a full, high-volume support queue, addressing complex and high-impact customer issues.
• Serve as the senior escalation point for technical investigations and customer-impacting incidents.
• Lead live customer calls to effectively troubleshoot and resolve issues in real-time.
• Perform expert troubleshooting across product workflows, integrations, APIs, and system behavior.
• Exercise sound judgment to resolve issues independently or escalate them appropriately.
• Collaborate closely with Engineering and Product teams on bug investigations, prioritization, and resolution.
• Write clear and detailed bug reports, including reproduction steps and customer impact.
• Track issues through to resolution, ensuring timely communication with customers and internal teams.
• Bridge communication gaps between technical teams and customers with varying technical proficiencies.
• Upskill peers by sharing effective troubleshooting frameworks and best practices.
• Act as a valuable resource for team members handling difficult or ambiguous cases.
• Contribute to internal documentation, playbooks, and comprehensive troubleshooting guides.
• Model effective customer communication and demonstrate decisive decision-making under pressure.
• Identify patterns and systemic issues from escalations to drive continuous improvements.
• Support initiatives aimed at enhancing support quality, reducing recurring issues, and increasing efficiency.

Requirements

• 4 to 6+ years of experience supporting complex, AI-powered or machine learning products in technical customer support.
• Proven experience as a senior escalation point for intricate, technical, or high-risk customer issues.
• Strong troubleshooting proficiency with APIs, integrations, and technical system behavior.
• Experience managing bugs and effectively partnering with Product and Engineering teams.
• Ability to manage a high ticket volume while maintaining exceptional quality and customer empathy.
• Confidence in leading customer calls and communicating effectively with both technical and non-technical users.
• Strong written communication skills for documenting investigations and summarizing complex issues.
• Demonstrated ability to mentor peers and contribute to team skill development without formal management responsibilities.
• Comfort working in fast-paced environments with evolving processes and incomplete information.

Compensation

This role offers competitive compensation ranging from $119,000 to $161,000 USD.

Key skills/competency

• Technical Support
• Customer Escalation
• Troubleshooting
• API Integration
• AI/ML Products
• Bug Reporting
• Product/Engineering Collaboration
• Customer Communication
• Mentorship
• Problem Resolution