Business Critical Support Specialist

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Act as the primary contact and senior escalation authority for premium SaaS clients.

• Oversee significant technical obstacles, intricate workflows, and essential service interruptions.

• Achieve or surpass demanding, elevated Service Level Agreements (SLAs).

• Ensure prioritized routing, swift responses, and thorough resolutions for Business Critical clients.

• Collaborate with Engineering, DevOps, and Product teams on essential bug resolutions and incident management.

• Advocate for the operational requirements of high-revenue customers.

• Test, verify, and document workflows, SOPs, and the operational playbook for the premium service tier.

• Serve as the main technical communicator during system failures and complex escalations.

• Deliver ongoing status updates to external C-suite clients and internal leadership.

• Track technical challenges faced by VIP customers and report recurring issues to leadership.

• Assist in proactively averting future escalations.

• Collaborate with the Head of Business Critical Support to establish and implement the premium support function.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Information Technology, Communications, or a related field, or equivalent professional experience.

• 3–5 years of experience in Customer Support, Technical Support, or Escalation Management within a complex SaaS or technology setting.

• Demonstrated success in managing VIP, Enterprise, or high-revenue accounts in a premium or dedicated support role.

• Experience in early-stage, agile, or “zero-to-one” team environments where processes are being developed and refined is highly preferred.

• Exceptional analytical and problem-solving abilities.

• Capacity to maintain composure, focus, and effective communication under pressure during critical system failures.

• Advanced proficiency in both written and spoken English.

• Professional demeanor and empathy for direct engagement with C-suite stakeholders and critical accounts.

• Strong collaborative and relationship-building capabilities.

• Ability to secure prioritization and resources from backend engineering teams.

• High degree of flexibility and initiative.

• Capability to manage rigorous day-to-day support while contributing to the development and optimization of departmental processes.

• Must reside in the United States or Argentina.

• Candidates based in the U.S. must be salaried, while those in Argentina may be contractors/1099.

• Must currently possess a valid visa or ESTA for entry into the United States.

• Willingness and ability to travel for on-site customer engagements.

🏝️ Benefits

• Equipment provided.

• Paid time off and holidays.

• Mandatory fun time.

• Emphasis on work-life balance.

• Health insurance (for U.S. salaried employees).

• Dental insurance (for U.S. salaried employees).

• Vision insurance (for U.S. salaried employees).

• Life insurance (for U.S. salaried employees).

• Accident insurance (for U.S. salaried employees).

• Short-term disability insurance (for U.S. salaried employees).

• Critical illness insurance (for U.S. salaried employees).