Senior Technical Support Specialist
Virtual Vocations Inc
Owning the health and reliability of deployed agentic AI systems, the full-time Senior Technical Support Specialist will manage customer-reported issues, provide debugging and resolution for production incidents, and ensure customer trust through effective communication, all while working remotely. Key responsibilities Diagnosing and resolving Sev-1 and Sev-2 customer incidents while maintaining calm communication with clients Providing actionable root cause analyses and workarounds to customers during issue resolution Collaborating with Engineering and Product teams to improve system reliability and prevent future incidents Required qualifications 6-9+ years in senior technical support, reliability, or production engineering roles Experience supporting enterprise SaaS platforms in production Strong understanding of APIs, integrations, and distributed systems Proven track record in handling escalations and incidents effectively Customer-facing experience with senior stakeholders
Vacancy posted 2 days ago
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