Senior Technical Support Specialist

Accountabilities

• Serve as the primary escalation point for complex, ambiguous, and high-impact customer issues, establishing diagnostic approaches and driving cases through resolution.
• Troubleshoot platform issues involving authentication, security configuration, account provisioning, access entitlements, verification and notification workflows, integrations, and Generative AI capabilities.
• Lead root cause analysis for recurring or systemic technical issues and collaborate with engineering teams to implement permanent solutions.
• Support incident response by monitoring customer impact, maintaining accurate case records, and providing timely status updates.
• Maintain comprehensive knowledge of platform features, configurations, integrations, limitations, releases, and support requirements, including Microsoft Entra ID, Active Directory, single sign-on, and multi-factor authentication.
• Own support knowledge management by establishing content standards, conducting accuracy reviews, identifying documentation gaps, and retiring outdated materials.
• Develop and maintain internal runbooks, troubleshooting playbooks, escalation procedures, customer FAQs, and self-service resources.
• Establish case documentation practices that support auditability, reporting, and compliance within FedRAMP High and DoD IL5 environments.
• Improve support workflows, severity definitions, escalation paths, service-level targets, ticket routing, templates, automation, and self-service strategies.
• Partner with engineering, product management, security, compliance, vendors, and third-party providers to resolve technical issues and continuously improve support delivery.
• Analyze recurring customer issues and support trends to recommend improvements to products, training, documentation, tooling, and operational processes.
• Represent customer and support needs during release planning and readiness reviews.
• Develop and analyze support metrics, including ticket volume, first-contact resolution, resolution time, backlog health, and customer sentiment, and communicate insights to management.
• Coordinate ticket triage, workload distribution, and coverage across a small support team.
• Mentor and coach support specialists through troubleshooting, case reviews, knowledge sharing, onboarding, and training while identifying development opportunities and skill gaps.

Requirements

• Minimum of 4 years of combined experience in technical support, IT service desk, or customer support engineering, preferably within a SaaS or technology environment.
• 6+ years of relevant technical support experience is preferred, particularly in a senior support specialist, escalation engineer, or team lead capacity.
• Proven experience resolving complex technical escalations, performing root cause analysis, and coordinating effectively with engineering teams.
• Strong knowledge of Active Directory, Microsoft Entra ID (Azure AD), Microsoft 365, and identity and access administration.
• Experience supporting Generative AI, machine learning, or large language model platforms is preferred.
• Experience creating knowledge articles, runbooks, troubleshooting documentation, and support standards that improve service-level performance.
• Proficiency with ServiceNow or comparable ticketing, knowledge management, and reporting platforms.
• Experience supporting federal, Department of Defense, or public-sector customers in regulated environments such as FedRAMP High or DoD IL5 is preferred.
• Demonstrated ability to improve support processes through automation, self-service, training, onboarding, or vendor and license management.
• Eligibility to obtain and maintain a Department of Defense security clearance.
• ITIL Foundation, HDI Support Center Team Lead, CompTIA A+, Network+, Security+, or comparable certification is preferred.
• Excellent written and verbal communication skills, with the ability to translate technical concepts clearly for non-technical audiences.
• Strong analytical and problem-solving abilities, sound judgment under pressure, and the ability to work independently with general direction.
• Demonstrated mentoring and team leadership skills, with the ability to support and develop peers in a fully remote environment.

Benefits

• Competitive compensation and benefits package.
• Fully remote work environment.
• Opportunity to work with Generative AI technologies supporting high-impact government and commercial use cases.
• Exposure to complex, security-sensitive environments, including FedRAMP High and DoD IL5.
• Opportunities to collaborate with engineering, product, security, compliance, and other cross-functional teams.
• Professional growth through technical leadership, mentoring, process improvement, and exposure to emerging AI technologies.
• Eligibility for applicable employee benefits and programs offered by the partner company.