Senior Technical Support Agent
New
Y
Yoodli AI RoleplaysAI/Software
United States - East Coast (Remote), 3:00 AM - 12:00 PM Eastern TimeFull-TimeSenior
SalaryTotal compensation is targeted at $89,600 - $103,000 (depending on experience)
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Job Details
- Experience
- 4-5 years
- Required Skills
- RESTful APIsTroubleshootingTechnical supportCRMHubSpot
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 and managing escalations
- Advanced analytical and critical-thinking skills with a track record of independently diagnosing hard technical problems
- Excellent verbal and written communication skills for explaining technical and AI-specific concepts
- Demonstrated experience mentoring, coaching, or informally leading other support agents
- Ability to operate with high autonomy in a fast-paced, hyper-growth startup environment
- Comfort and curiosity regarding AI-powered products and explaining AI model behavior
- Experience with HubSpot or similar CRM/ticketing platforms (preferred)
- Experience troubleshooting web-based applications, API/SSO integrations, and OS settings (preferred)
- Experience conducting live customer troubleshooting via screen share (preferred)
- Experience working with Learning Management Systems (LMS) including SCORM and LTI (preferred)
Responsibilities
- 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
- Serve as a point of technical escalation for the rest of the support team, reviewing tricky tickets and guiding resolutions
- Determine and implement effective solutions, knowing when to escalate issues to Engineering
- Create and communicate clear, thoughtful action plans to customers and enterprise stakeholders
- Partner closely with Engineering and Product teams to resolve complex systemic issues
- Identify patterns across tickets to flag recurring issues proactively
- Contribute to and maintain support documentation, internal playbooks, and troubleshooting guides
- Mentor and coach newer support agents on troubleshooting technique, tone, and prioritization
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