Premium Support Specialist

About Our Client

Our client is revolutionizing legal and professional services through frontier agentic AI and an enterprise-grade platform. This is a unique opportunity to join a generational company at a critical inflection point, supported by world-class investors and serving over 1000 customers in 58+ countries. The team is driven, committed, and works fast, valuing ownership and customer focus.

If you excel in ambiguous, high-stakes environments and are dedicated to excellence, you are invited to help shape the future of work.

About The Role

As the organization expands its premium customer offerings, they are hiring a Premium Support Specialist to join the Customer Success team. This role provides high-touch, technically proficient support for the most strategic customers, handling complex, time-critical, and sensitive issues with expertise and speed.

The Premium Support Specialist will enhance the post-sale experience by collaborating with Customer Success Managers and internal teams to deliver exceptional technical support, proactive incident management, and clear customer communications. This position is ideal for those who thrive on deep problem-solving and delivering a world-class customer experience.

What You'll Do as a Premium Support Specialist

• Serve as a primary escalation point for Enterprise and Majors accounts, managing high-severity and technically complex support cases through resolution.
• Triage, investigate, and resolve urgent customer issues rapidly, coordinating with Support, Customer Success, Engineering, Product, and Security teams.
• Maintain deep account context, including customer workflows, configurations, integrations, and sensitivities, applying this to troubleshooting and communications.
• Provide real-time, hands-on technical support to 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, comfortable 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
• Customer Success
• Escalation Management
• Incident Resolution
• Enterprise Software
• Troubleshooting
• Client Communication
• Problem-Solving
• AI Technologies
• Cross-Functional Collaboration