Senior Technical User Operations Specialist

About the Opportunity:

The Senior Technical User Operations Specialist role at RemoteHunter is designed to transform how legal and professional services operate by integrating advanced agentic AI, an enterprise-grade platform, and deep domain expertise. This role acts as the primary escalation point for complex, technical customer issues while managing a high-volume support queue.

Responsibilities:

• Manage a full, high-volume support queue handling complex, high-impact customer issues
• Serve as the senior escalation point for technical investigations and customer-impacting incidents
• Lead live customer calls to troubleshoot and resolve issues in real time
• Perform expert troubleshooting across product workflows, integrations, APIs, and system behavior
• Exercise judgment for independent resolution or escalation
• Collaborate with Engineering and Product on bug investigations, prioritization, and resolution
• Write clear bug reports including reproduction steps and customer impact details
• Track issues through to resolution and communicate timely updates
• Bridge communications between technical teams and customers
• Upskill peers by sharing troubleshooting frameworks and best practices
• Act as a resource for handling difficult or ambiguous cases
• Contribute to internal documentation, playbooks, and troubleshooting guides
• Model effective customer communication and decision-making under pressure
• Identify patterns and systemic issues to inform process improvements
• Support initiatives to enhance support quality and efficiency

Requirements:

• 4 to 6+ years of experience in supporting complex, AI-powered or machine learning products
• Proven experience as a senior escalation point for technical or high-risk issues
• Strong troubleshooting skills with APIs, integrations, and technical system behavior
• Experience managing bugs and collaborating with Product and Engineering teams
• Ability to manage high ticket volume while maintaining quality and customer empathy
• Confidence leading customer calls and effective communication with varied technical audiences
• Excellent written communication skills for documenting investigations and summarizing issues
• Proven mentoring ability without formal management responsibilities
• Comfortable in fast-paced environments with evolving processes

Compensation:

$119,000 to $161,000 USD annually

Key skills/competency:

• Technical Support
• Customer Escalation
• Troubleshooting
• API Integration
• Bug Management
• Mentoring
• Documentation
• Communication
• Collaboration
• AI Products