Premium Support Specialist

About Our Client

Our client is transforming how legal and professional services operate — not incrementally, but end-to-end. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, the organization is reshaping how critical knowledge work gets done for decades to come. This is a rare chance to help build a generational company at a true inflection point. With over 1000 customers in 58+ countries, strong product-market fit, and world-class investor support, the organization is scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched. The team is sharp, motivated, and deeply committed to the mission. The team moves fast, operates with intensity, and takes real ownership of the problems tackled — from early thinking to long-term outcomes. The team stays close to customers — from leadership to engineers — and works together to solve real problems with urgency and care. If you thrive in ambiguity, push for excellence, and want to help shape the future of work alongside others who raise the bar, the organization invites you to build with them. At the organization, the future of professional services is being written today — and the team is just getting started.

About The Role

As the organization continues to scale its premium customer offerings, a Premium Support Specialist is being hired to join the Customer Success organization. This role serves as a high-touch, technically fluent support resource for the organization’s most strategic customers, providing rapid, expert handling of complex, time-critical, and sensitive issues. The Premium Support Specialist strengthens the organization’s post-sale presence by partnering closely with Customer Success Managers and internal teams to deliver exceptional technical support, proactive incident management, and clear, credible customer communications. This role is ideal for someone who thrives in high-stakes environments, enjoys deep problem-solving, and takes pride in delivering a world-class customer experience.

What You'll Do

• Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution.
• Triage, investigate, and resolve urgent customer issues with speed and sound judgment, coordinating across Support, Customer Success, Engineering, Product, and Security teams.
• Maintain deep account context, including customer workflows, configurations, integrations, and sensitivities, and apply that context 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 improve 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 enhance 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, with 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
• Incident Management
• Customer Communication
• Problem Solving
• Enterprise Software
• Cross-functional Collaboration
• SaaS Support
• Account Management
• Troubleshooting