Premium Support Specialist, Weekend Coverage

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Act as the main escalation contact for Enterprise and Major accounts, taking ownership of high-severity and technically intricate support cases until they are resolved.

• Assess, investigate, and swiftly resolve urgent customer issues using sound judgment while coordinating with Support, Customer Success, Engineering, Product, and Security teams.

• Maintain a comprehensive understanding of account details, including customer workflows, configurations, integrations, and sensitivities, and utilize this knowledge in troubleshooting and communications.

• Deliver real-time, hands-on technical support for senior customer stakeholders, including leaders in Knowledge Management, Innovation, and IT.

• Facilitate clear and proactive incident communications, converting technical updates into customer-relevant impacts, expectations, and subsequent steps.

⛳️ Requirements

• Background in supporting enterprise or highly regulated software products in roles related to technical support, escalation management, or technical account engagement.

• Demonstrated experience in engaging and managing high-level stakeholders, both internally and externally.

• Exceptional attention to detail with the capacity to oversee and resolve complex, multi-layered support cases.

• Strong technical expertise, capable of troubleshooting intricate systems and collaborating effectively with Engineering and Product teams.

• Excellent written and verbal communication skills, with experience in engaging senior customer stakeholders.

🏝️ Benefits

• Flexible work arrangements

• Professional development

• Paid time off