Description
The Senior Technical Customer Experience (CX) Specialist is a highly experienced individual contributor role designed for support operators who thrive in complexity and ambiguity.
As a Senior Technical CX Specialist, you will handle high volumes of sophisticated support cases, lead customer calls, manage bugs end-to-end, and act as a trusted partner to Product and Engineering.
Responsibilities
Advanced Support & Escalation Ownership
- Own a full, high-volume support queue while consistently handling the most complex, high-impact, or ambiguous customer issues.
- Serve as the senior escalation point for technical investigations, edge cases, and customer-impacting incidents.
- Lead live customer calls to troubleshoot issues in real time, set expectations, and drive resolution in high-stakes scenarios.
- Apply expert-level troubleshooting across product workflows, integrations, APIs, and system behavior.
- Exercise strong judgment in deciding when to resolve independently vs. when to escalate or involve cross-functional partners.
Bug Management & Cross-Functional Partnership
- Partner closely with Engineering and Product on bug investigations, reproductions, prioritization, and resolution.
- Write clear, actionable bug reports with strong reproduction steps and customer impact context.
- Track issues through resolution and communicate updates clearly to customers and internal stakeholders.
- Act as a bridge between technical teams and customers with varying levels of technical aptitude.
Team Enablement & Skill Development
- Actively upskill peers by sharing troubleshooting frameworks, product insights, and best practices.
- Serve as a go-to resource for Specialists navigating difficult or ambiguous cases.
- Contribute to internal documentation, playbooks, and troubleshooting guides to scale knowledge across the team.
- Model excellent customer communication, prioritization, and decision-making under pressure.
Pattern Recognition & Continuous Improvement
- Identify themes, patterns, and systemic issues emerging from escalations and complex tickets.
- Surface actionable insights to CX leadership to inform product, tooling, or process improvements.
- Contribute to initiatives that improve support quality, reduce repeat issues, and increase operational efficiency.
Requirements
- 4–6+ years of experience supporting complex, AI-powered or machine learning–driven products in a technical customer support environment.
- Proven experience acting as a senior escalation point for complex, technical, or high-risk customer issues.
- Strong technical troubleshooting skills, including comfort working with APIs, integrations, and technical system behavior.
- Experience managing bugs and collaborating closely with Product and Engineering teams.
- Ability to handle high ticket volume while maintaining exceptional quality, responsiveness, and customer empathy.
- Confidence leading customer calls and communicating clearly with both highly technical and non-technical users.
- Strong written communication skills, particularly when documenting investigations or summarizing complex issues.
- Track record of mentoring peers and contributing to team-wide skill development without formal people management responsibility.
- Comfort operating in fast-moving environments with evolving processes and incomplete information.
- Availability to participate in an on-call rotation outside scheduled working hours, including nights, weekends, and holidays, in accordance with the company’s on-call policy.
Benefits
- Comprehensive health, dental and vision coverage
- Retirement benefits (401k match up to 4%)
- Flexible PTO
- Equity plan