Senior Technical Support Specialist

New

JobgetherSaaS, Generative AI

Based in United StatesFull-TimeSenior

Salary not disclosed

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Job Details

Experience: Minimum of 4 years of combined experience; 6+ years is preferred.
Required Skills: ServiceNowGenerative AITechnical support

Minimum 4 years of experience in technical support, IT service desk, or customer support engineering (6+ years preferred).
Proven experience resolving complex technical escalations and performing root cause analysis.
Strong knowledge of Active Directory, Microsoft Entra ID (Azure AD), and Microsoft 365.
Experience with ServiceNow or comparable ticketing and knowledge management platforms.
Experience creating knowledge articles, runbooks, and support documentation.
Experience supporting Generative AI, machine learning, or large language model platforms.
Experience supporting federal or DoD customers in FedRAMP High or DoD IL5 environments.
Demonstrated ability to improve support processes through automation and self-service.
Demonstrated mentoring and team leadership skills.
Excellent written and verbal communication skills.
ITIL Foundation, HDI Support Center Team Lead, or CompTIA (A+, Network+, Security+) certifications are preferred.

Serve as the primary escalation point for complex, ambiguous, and high-impact customer issues.
Troubleshoot platform issues involving authentication, security configuration, and Generative AI capabilities.
Lead root cause analysis for recurring technical issues and collaborate with engineering teams on solutions.
Own support knowledge management by establishing content standards, playbooks, and self-service resources.
Develop and analyze support metrics and communicate insights to management.
Coordinate ticket triage, workload distribution, and coverage across a support team.
Mentor and coach support specialists through case reviews and training.

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