Senior Technical Support Agent

Vaga não está no LinkedIn

🕒 Julho 9

🗽 New York – Remoto

🗽 New York – Remote

💵 $89.600 - $103.000 / ano

⏰ Tempo Integral

🟠 Sênior

📞 Engenheiro de Suporte

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Yoodli AI Roleplays

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2021

💼 Consultoria

📣 Marketing

🤖 Inteligência Artificial

Consulting • Marketing • Artificial Intelligence

Yoodli AI Roleplays é uma plataforma SaaS que utiliza simulações de roleplay em tempo real impulsionadas por IA para ajudar indivíduos e equipes empresariais a praticar e aprimorar habilidades de comunicação—propostas de vendas, entrevistas, apresentações, treinamento de gestores e oratória. Oferece cenários customizáveis, simulações multi-persona, feedback instantâneo sobre conteúdo e entrega, análises para acompanhar o progresso e certificação, além de integrações com sistemas de aprendizagem empresariais; o serviço é certificado SOC 2 Type II e compatível com o GDPR.

Descrição

• Own and resolve the most technically complex, high-priority, and enterprise-critical tickets via email and live screen share for our growing EMEA/APAC customer base, working 3:00 AM - 12:00 PM ET • Independently investigate and diagnose ambiguous or previously unseen technical issues, applying strong root-cause analysis rather than surface-level fixes • Serve as a point of technical escalation for the rest of the support team, including reviewing tricky tickets and helping less experienced agents land on the right resolution path • Determine and implement effective solutions to complex issues, and know when a problem needs to be escalated to Engineering versus being resolved directly • Create and communicate clear, thoughtful action plans to customers, including enterprise stakeholders, in an approachable, confident manner • Partner closely with Engineering, Product, and other internal teams to escalate, track, and resolve complex or systemic issues, building strong cross-functional relationships and pushing for durable fixes • Identify patterns across tickets and proactively flag recurring or emerging issues before they become widespread • Contribute to and help maintain support documentation, internal playbooks, and troubleshooting guides so institutional knowledge doesn't live in one person's head • Mentor and coach newer support agents on troubleshooting technique, tone, and prioritization • Stay current on Yoodli's fast-moving AI platform, proactively seeking out and sharing new product knowledge with the team • Manage time effectively across competing priorities, a fast-paced ticket queue, and mentorship responsibilities

🎯 Requisitos

• 4-5 years of experience in a technical customer support/service role, including direct experience with complex, high-stakes, or enterprise-tier accounts • Excellent instincts and judgment for prioritizing high-impact customer issues, deciding when to escalate, and knowing when to push back on an escalation • Advanced analytical and critical-thinking skills, with a demonstrated track record of independently diagnosing and resolving hard technical problems • Excellent verbal and written communication skills, with the ability to explain technical and AI-specific concepts clearly to both non-technical users and technical stakeholders • Demonstrated experience mentoring, coaching, or informally leading other support agents • Comfortable operating with a high degree of autonomy in a fast-paced, hyper-growth startup environment • A genuine team player who raises the bar for others and has a strong desire to keep learning • Deep curiosity and comfort with AI-powered products, including the ability to reason about and explain AI/model behavior to non-technical users.

🏖️ Benefícios

• Equity opportunities at a fast growing company • Health, dental, vision insurance • 401k plans • Unlimited PTO, free lunches at the office