Premium Support Specialist

About Our Client

Our client is revolutionizing legal and professional services through an end-to-end approach, leveraging frontier agentic AI, an enterprise-grade platform, and deep domain expertise. This is a unique opportunity to contribute to a generational company at a pivotal moment, with over 1000 customers in 58+ countries, strong product-market fit, and world-class investor support. The organization is rapidly scaling and defining a new category, offering unmatched personal, professional, and financial growth.

The team is comprised of sharp, motivated individuals deeply committed to the mission, operating with intensity and taking full ownership from initial concepts to long-term outcomes. They maintain close customer relationships, collaborating across all levels to solve real problems with urgency. If you thrive in ambiguity, pursue excellence, and wish to shape the future of work with a high-caliber team, you are invited to build with them. The future of professional services is being written here, and it's just the beginning.

About The Role

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

The Premium Support Specialist will strengthen the organization's post-sale presence by collaborating closely with Customer Success Managers and internal teams. Key responsibilities include delivering exceptional technical support, proactive incident management, and clear, credible customer communications. This position is ideal for individuals who excel in high-stakes environments, enjoy in-depth problem-solving, and are dedicated to delivering 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 to resolution.
• Triage, investigate, and resolve urgent customer issues efficiently, coordinating with Support, Customer Success, Engineering, Product, and Security teams.
• Maintain deep 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, 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 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, capable of troubleshooting complex systems and collaborating 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, experienced in 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
• Customer Success
• Escalation Management
• Enterprise Software
• Incident Management
• Troubleshooting
• Client Communication
• Problem Solving
• Process Improvement
• Cross-functional Collaboration