Premium Support Specialist

About Our Client

Our client is revolutionizing legal and professional services by leveraging frontier agentic AI, an enterprise-grade platform, and deep domain expertise. This organization is not merely making incremental changes but is reshaping how critical knowledge work is performed, setting standards for decades to come.

This is a unique opportunity to contribute to a generational company experiencing a significant inflection point. With over 1000 customers across 58+ countries, a proven product-market fit, and backing from world-class investors, the company is rapidly expanding and defining a new category in real time. The work is challenging, expectations are high, and the potential for personal, professional, and financial growth is unparalleled.

The team is intelligent, driven, and deeply committed to its mission. They operate with speed and intensity, taking full ownership from initial concepts to long-term outcomes. The team maintains close relationships with customers, from leadership to engineers, collaborating to resolve real problems with urgency and meticulous care. If you thrive in ambiguous environments, strive for excellence, and wish to help shape the future of work alongside high-achieving peers, you are invited to build with them.

At this organization, the future of professional services is being created today, and they are just getting started.

About The Role

As the organization continues to expand its premium customer offerings, a Premium Support Specialist is being sought to join the Customer Success organization. This role involves providing high-touch, technically proficient support to the company's most strategic customers, ensuring swift and expert resolution of complex, time-critical, and sensitive issues.

The Premium Support Specialist will enhance the organization's post-sale presence by collaborating closely with Customer Success Managers and various internal teams to deliver exceptional technical support, proactive incident management, and clear, credible customer communications. This position is ideal for individuals who excel in high-stakes situations, enjoy in-depth problem-solving, and are dedicated to providing a world-class customer experience.

What You'll Do

• Serve as a primary escalation point for Enterprise and Majors accounts, managing high-severity and technically complex support cases through to resolution.
• Triage, investigate, and resolve urgent customer issues rapidly and with sound judgment, coordinating across Support, Customer Success, Engineering, Product, and Security teams.
• Maintain extensive account context, including customer workflows, configurations, integrations, and sensitivities, applying this knowledge to troubleshooting and communications.
• Provide real-time, hands-on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders.
• Lead clear and proactive incident communications, translating technical updates into customer-specific impact, expectations, and next steps.
• Participate in incident response workflows, including severity classification, escalation handling, and post-incident retrospectives.
• Document root causes, resolutions, and preventative actions to enhance product reliability, internal knowledge coverage, and operational maturity.
• Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling.
• Partner closely with Customer Success Managers to improve the organization’s post-sale technical engagement and overall customer experience.

What You Have

• Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
• Strong technical foundation, including the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams.
• Exceptional judgment under pressure, with comfort operating in high-severity, time-sensitive, and confidential situations.
• Clear, polished written and verbal communication skills, with experience engaging senior customer stakeholders.
• Demonstrated ability to manage multiple urgent issues simultaneously while maintaining accuracy, composure, and customer trust.
• Highly collaborative mindset and strong partnership orientation with Customer Success and cross-functional teams.
• Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment.

Key skills/competency

• Technical Support
• Escalation Management
• Enterprise Software
• Customer Communication
• Incident Management
• Problem Solving
• SaaS Support
• Cross-functional Collaboration
• Technical Troubleshooting
• Customer Success