Senior Client Support Specialist

Senior Client Support Specialist

Role Overview

The Senior Client Support Specialist is a technical support professional who owns complex support cases and client escalations from intake through resolution. Operating as a senior individual contributor in a remote environment, this role partners closely with Client Success, Product, Engineering, Quality, and DevOps teams to protect the client experience, provide timely visibility into issue status, and ensure client feedback informs product and operational improvements.

• Work location: United States
• Work arrangement: Remote
• Employment type: Full time
• Work schedule: Ability to work overlapping U.S. time zones and support coverage within a five-day, shift-based support model. The current expected schedule is Monday through Friday, 11:00 AM - 8:00 PM Pacific Time.
• Citizenship and location requirement: This role supports a FedRAMP environment and requires that work be performed within the United States by individuals authorized to work in the U.S. and who are U.S. citizens.

Key Responsibilities

• Own complex client support cases end-to-end, ensuring accurate ticket prioritization, thorough documentation, adherence to response and resolution SLAs, and proactive communication with clients and internal stakeholders.
• Act as an escalation point for high-impact technical issues, coordinating investigation, mitigation, and resolution across Engineering, Product, Quality, DevOps, and Client Success.
• Partner with Client Success Managers on strategic and escalated accounts to identify client risk early, track issue status, and support critical accounts.
• Monitor release and hotfix processes for client-impacting issues, assist with post-release triage, and participate in incident and post-incident root-cause analyses.
• Identify recurring support themes, product defects, documentation gaps, and usability challenges, translating findings into actionable feedback for Product and Engineering.
• Author and maintain internal troubleshooting documentation, runbooks, and client-facing knowledge portal content.
• Analyze support metrics and operational trends—including ticket volume, backlog health, SLA attainment, escalation patterns, defect impact, and bug closure rates—to drive continuous process and service improvements.
• Leverage AI-native practices, including LLMs, automation, and knowledge retrieval tools, to enhance ticket triage, investigation, documentation, and client communication.
• Mentor team members on troubleshooting techniques, ticket quality, escalation management, and support processes.

Qualifications

The hiring organization lists the following preferred qualifications:

• 8–10 years of experience in technical client support, SaaS support, implementation, or onboarding within a fast-paced, browser-based software organization.
• Demonstrated success independently managing complex support queues and driving high-priority client issues to timely, high-quality resolution.
• Strong technical troubleshooting skills across SaaS platforms, browser-based applications, desktop and mobile environments, client data, integrations, and configuration-related issues.
• Experience leading client escalations and coordinating resolution across Client Success, Product, Engineering, Quality, and DevOps teams.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly to technical and non-technical audiences.
• A professional, empathetic, and solution-oriented approach to client support, including comfort managing sensitive or high-visibility client situations.
• Experience using LLMs, automation, and AI-enabled workflows to improve support resolution, knowledge retrieval, documentation, and customer communication.
• Experience interpreting support data and translating trends into process, documentation, or product improvements.
• Experience working with distributed teams, including offshore teams.
• Familiarity with AWS or Google Cloud environments, log monitoring, and Elasticsearch is preferred.
• Bonus points for knowledge of IT/networking, HTML or web technologies, database structures, APIs, integrations, or identity and access management.

Compensation and Benefits

• Competitive salary
• Stock options
• Medical, dental, and vision insurance
• Health savings account (HSA) contribution
• 401(k) retirement plan
• Flexible paid time off and parental leave
• Company wellness days
• Learning stipend
• Home office stipend
• Home internet reimbursement
• Mobile phone reimbursement

Employment Conditions and Notices

• All employees are expected to understand and adhere to all organizational security and privacy related policies in order to protect organization data and client data.
• The organization is an equal-opportunity employer committed to diversity and does not discriminate based on race, color, sex, national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable law.
• The organization prioritizes the full inclusion of qualified individuals and provides necessary accommodations for individuals with disabilities to perform essential job functions.