Senior Technical User Operations Specialist

About the Opportunity

The organization is transforming how legal and professional services operate by integrating advanced agentic AI, an enterprise-grade platform, and domain expertise to reshape critical knowledge work. The Senior Technical User Operations Specialist role serves as the primary escalation point for complex, technical customer issues while managing a high-volume support queue. This role focuses on hands-on problem resolution, mentoring peers, and collaborating with Product and Engineering to improve support processes.

Responsibilities

• Manage a full, high-volume support queue, handling complex and 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 to resolve issues independently or escalate as needed.
• Collaborate with Engineering and Product on bug investigations, prioritization, and resolution.
• Write clear bug reports with reproduction steps and customer impact details.
• Track issues through to resolution and communicate updates to customers and internal teams.
• Bridge communication between technical teams and customers with varying technical knowledge.
• Upskill peers by sharing troubleshooting frameworks and best practices.
• Act as a resource for team members 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 from escalations to inform improvements.
• Support initiatives to enhance support quality, reduce repeat issues, and increase efficiency.

Requirements

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

Key skills/competency

• Technical Customer Support
• AI/ML Product Support
• API Troubleshooting
• System Integration
• Bug Management
• Escalation Management
• Customer Communication
• Team Mentoring
• Problem Solving
• Process Improvement