Senior Technical Support Agent

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🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $89.6k - $103k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Yoodli AI Roleplays

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

🤖 Artificial Intelligence

☁️ SaaS

📚 Education

Artificial Intelligence • SaaS • Education

Yoodli AI Roleplays is a SaaS platform that uses AI-powered, real-time roleplay simulations to help individuals and enterprise teams practice and improve communication skills—sales pitches, interviews, presentations, manager coaching, and public speaking. It offers customizable scenarios, multi-persona simulations, instant feedback on content and delivery, analytics to track progress and certification, and integrations with enterprise learning systems; the service is SOC 2 Type II certified and GDPR compliant.

📋 Description

• 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

🎯 Requirements

• 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.

🏖️ Benefits

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