Senior Technical Support Specialist

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

📋 Description

• Take ownership of customer-reported issues from intake through to resolution and closure while meeting service level agreements (SLAs).

• Identify, coordinate, and resolve production issues, offering customers workarounds while permanent fixes are being developed.

• Serve as the technical lead across various teams involved.

• Troubleshoot agentic workflows comprehensively across agents, tools, integrations, and human involvement.

• Assess whether issues stem from model behavior, prompt or policy logic, workflow orchestration, integration limitations, or customer configurations.

• Deliver actionable summaries of root causes.

• Address Sev-1 and Sev-2 customer incidents and escalate them to the relevant teams as necessary.

• Maintain calm and transparent communication with customers during incidents, explaining AI failures and establishing realistic recovery timelines.

• Compose high-quality bug reports and incident summaries.

• Advocate for product enhancements based on customer impact and contribute to roadmap and quality improvements.

• Enhance runbooks, playbooks, diagnostics, on-call practices, and escalation clarity.

• Mentor junior support engineers and elevate the quality of support.

⛳️ Requirements

• 6–9+ years of experience in senior technical support, reliability, or production engineering roles.

• Proven experience in supporting enterprise SaaS platforms in a production environment.

• Strong knowledge of APIs and integrations.

• Solid understanding of distributed systems.

• Comprehensive knowledge of logs, traces, and diagnostics.

• Experience in handling escalations and incidents.

• Customer-facing experience with senior stakeholders.

• Excellent debugging skills and instincts.

• Ability to work in ambiguous systems and pinpoint root causes across various layers.

• Preferred: experience in support or reliability roles within AI or automation platforms.

• Preferred: familiarity with workflow orchestration or agentic systems.

• Preferred: knowledge of cloud platforms such as AWS, GCP, or Azure.

• Preferred: a background in high-availability, 24×7 systems.

🏝️ Benefits

• Variable compensation may be available for specific roles.

• Equity opportunities may be offered for certain positions.

• Additional benefits may be provided for select roles.