Senior Technical Support Agent

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

📋 Description

• Take ownership of resolving the most technically challenging, high-priority, and enterprise-critical tickets through email and live screen sharing for our expanding EMEA/APAC customer base, working from 3:00 AM to 12:00 PM ET.

• Proactively investigate and diagnose ambiguous or novel technical issues, employing robust root-cause analysis instead of superficial solutions.

• Act as a technical escalation point for the support team, including reviewing complex tickets and assisting less experienced agents in identifying the correct resolution path.

• Develop and implement effective solutions for intricate problems, discerning when an issue should be escalated to Engineering versus being directly resolved.

• Create and communicate clear, thoughtful action plans to customers, including enterprise stakeholders, in a confident and approachable manner.

• Collaborate closely with Engineering, Product, and other internal teams to escalate, track, and resolve complex or systemic issues, fostering strong cross-functional relationships and advocating for sustainable fixes.

• Recognize patterns across tickets and proactively identify recurring or emerging issues before they escalate.

• Contribute to and assist in maintaining support documentation, internal playbooks, and troubleshooting guides to ensure institutional knowledge is shared and not confined to one individual.

• Mentor and coach newer support agents on troubleshooting techniques, communication tone, and prioritization.

• Stay updated on Yoodli's rapidly evolving AI platform, actively seeking and sharing new product knowledge with the team.

• Effectively manage time amidst competing priorities, a fast-paced ticket queue, and mentorship duties.

⛳️ Requirements

• 4-5 years of experience in a technical customer support/service role, with direct involvement in complex, high-stakes, or enterprise-level accounts.

• Strong instincts and judgment in prioritizing high-impact customer issues, knowing when to escalate matters, and when to push back on escalations.

• Advanced analytical and critical-thinking capabilities, with a proven track record of independently diagnosing and resolving challenging technical problems.

• Exceptional verbal and written communication skills, with the ability to clearly explain technical and AI-specific concepts to both non-technical users and technical stakeholders.

• Proven experience in mentoring, coaching, or informally leading other support agents.

• Comfortable operating with a high level of autonomy in a fast-paced, hyper-growth startup atmosphere.

• A genuine team player who elevates the performance of others and possesses a strong desire for continuous learning.

• Deep curiosity and comfort with AI-powered products, including the ability to reason about and explain AI/model behavior to non-technical users.

🏝️ Benefits

• Equity opportunities at a rapidly growing company.

• Health, dental, and vision insurance.

• 401k plans.

• Unlimited PTO and free lunches at the office.