Senior Client Support Specialist

Role overview Own complex technical support cases for a browser-based software platform, guiding each issue from intake to confirmed resolution. This senior individual contributor works across support, client success, product, engineering, quality, and operations teams to keep customers informed, resolve escalations, and turn recurring problems into product and process improvements. The role supports a U.S.-based regulated environment and follows a weekday schedule aligned with U.S. time zones.

Responsibilities - Triage, prioritize, document, and resolve complex support requests while meeting response, update, and resolution targets. - Coordinate investigations of high-impact issues with technical and customer-facing teams, and communicate findings, mitigations, progress, and next steps clearly. - Monitor releases and hotfixes for customer impact; support incident response, evidence gathering, resolution validation, and root cause analysis. - Work with client success partners on strategic accounts, identifying customer risk and ensuring escalations receive appropriate attention. - Identify recurring defects, usability problems, and documentation gaps, then translate them into actionable feedback for product and engineering teams. - Maintain troubleshooting guides, escalation procedures, and customer knowledge content; review support trends and mentor colleagues on case handling. - Apply AI-enabled tools and automation to improve investigation, triage, documentation, and customer communication.

Requirements - Typically 8–10 years in technical customer support, SaaS support, implementation, or onboarding for browser-based software. - Proven ability to manage complex queues independently and drive urgent customer issues to high-quality resolution. - Strong troubleshooting across SaaS applications, browsers, desktop and mobile environments, customer data, integrations, and configuration. - Experience coordinating escalations across customer success, product, engineering, quality, and operations teams. - Clear written and verbal communication, with empathy and sound judgment in sensitive or high-visibility situations. - Experience using AI workflows and interpreting support data to guide operational or product improvements. - Ability to work with distributed teams and overlap with U.S. time zones; work must be performed in the United States by a U.S. citizen.

Nice to have - Familiarity with ticketing, issue tracking, CRM, spreadsheet, and collaboration tools; examples include Freshdesk, Jira, Salesforce, Excel, Google Sheets, Zoom, and Slack. - Exposure to cloud environments, log monitoring, or Elasticsearch; knowledge of networking, web technologies, databases, APIs, integrations, or identity management is useful.

Benefits and work setup - Expected schedule: Monday through Friday, 11 a.m. to 8 p.m. Pacific Time, within a five-day shift-based support model. - Listed benefits include health, dental, and vision coverage; retirement savings; stock options; a learning stipend; flexible paid time off; parental leave; and home office, phone, and internet support.