Senior Technical User Operations Specialist

About the Opportunity

RemoteHunter is seeking a Senior Technical User Operations Specialist to join an organization that is revolutionizing legal and professional services through advanced agentic AI, an enterprise-grade platform, and deep domain expertise. This critical role serves as the primary escalation point for complex technical customer issues and involves managing a high-volume support queue. You will be instrumental in hands-on problem resolution, mentoring peers, and collaborating closely with Product and Engineering teams to continuously enhance support processes and product quality.

Responsibilities

• Manage a full, high-volume support queue, effectively handling complex and high-impact customer issues.
• Serve as the senior escalation point for intricate technical investigations and customer-impacting incidents.
• Lead live customer calls to efficiently troubleshoot and resolve issues in real time.
• Perform expert troubleshooting across product workflows, integrations, APIs, and overall system behavior.
• Exercise independent judgment to resolve issues or escalate them appropriately when necessary.
• Collaborate directly with Engineering and Product teams on bug investigations, prioritization, and resolution.
• Write clear and concise bug reports, including detailed reproduction steps and identified customer impact.
• Track issues through to their complete resolution and provide timely communication to customers and internal stakeholders.
• Bridge communication effectively between highly technical teams and customers with varying levels of technical knowledge.
• Upskill and mentor peers by sharing proven troubleshooting frameworks and best practices.
• Act as a reliable resource for team members encountering difficult or ambiguous cases.
• Contribute significantly to internal documentation, playbooks, and comprehensive troubleshooting guides.
• Model effective customer communication strategies and sound decision-making, particularly under pressure.
• Identify recurring patterns and systemic issues from escalations to inform and drive product and process improvements.
• Support strategic initiatives aimed at enhancing support quality, reducing repeat issues, and increasing overall efficiency.

Requirements

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

Compensation

The compensation for this role ranges from $119,000 to $161,000 USD annually.

Key skills/competency

• Technical Support
• Troubleshooting
• Customer Escalation
• API Integration
• AI/ML Products
• Bug Reporting
• Cross-functional Collaboration
• Customer Communication
• Mentorship
• Process Improvement