Network Defense Operations Analyst at Bank of America evaluating cyber security threats and implementing defensive measures. Collaborating with business units to enhance security efforts across network and application layers.
About the role
- Senior Technical Support Specialist handling high-impact customer issues for AI-driven products. Serving as the primary escalation point while managing sophisticated technical support cases.
Responsibilities
- Own a full, high-volume support queue while consistently handling the most complex, high-impact, or ambiguous customer issues.
- Serve as the senior escalation point for technical investigations, edge cases, and customer-impacting incidents.
- Lead live customer calls to troubleshoot issues in real time, set expectations, and drive resolution in high-stakes scenarios.
- Apply expert-level troubleshooting across product workflows, integrations, APIs, and system behavior.
- Exercise strong judgment in deciding when to resolve independently vs. when to escalate or involve cross-functional partners.
- Partner closely with Engineering and Product on bug investigations, reproductions, prioritization, and resolution.
- Write clear, actionable bug reports with strong reproduction steps and customer impact context.
- Track issues through resolution and communicate updates clearly to customers and internal stakeholders.
- Act as a bridge between technical teams and customers with varying levels of technical aptitude.
- Actively upskill peers by sharing troubleshooting frameworks, product insights, and best practices.
- Serve as a go-to resource for Specialists navigating difficult or ambiguous cases.
- Contribute to internal documentation, playbooks, and troubleshooting guides to scale knowledge across the team.
- Model excellent customer communication, prioritization, and decision-making under pressure.
- Identify themes, patterns, and systemic issues emerging from escalations and complex tickets.
- Surface actionable insights to User Operations leadership to inform product, tooling, or process improvements.
- Contribute to initiatives that improve support quality, reduce repeat issues, and increase operational efficiency.
Requirements
- 4–6+ years of experience supporting complex, AI-powered or machine learning–driven products in a technical customer support environment
- Proven experience acting as a senior escalation point for complex, technical, or high-risk customer issues
- Strong technical troubleshooting skills, including comfort working with APIs, integrations, and technical system behavior
- Experience managing bugs and collaborating closely with Product and Engineering teams
- Ability to handle high ticket volume while maintaining exceptional quality, responsiveness, and customer empathy
- Confidence leading customer calls and communicating clearly with both highly technical and non-technical users
- Strong written communication skills, particularly when documenting investigations or summarizing complex issues
- Track record of mentoring peers and contributing to team-wide skill development without formal people management responsibility
- Comfort operating in fast-moving environments with evolving processes and incomplete information.
Benefits
- Comprehensive health, dental and vision coverage
- Retirement benefits (401k match up to 4%)
- Flexible PTO
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Regional Operations Director overseeing dialysis centers and managing operations for DaVita in the US. Leading a team of healthcare professionals to ensure quality patient care and operational success.
Operationstechnischer Assistent supporting surgical procedures and patient care with modern diagnostic and treatment methods. Join GFO Clinics with over 2,500 employees in a collegial environment.
Clinical Imaging Operations Lead managing imaging aspects of clinical trials at Regeneron. Collaborating across various functions to ensure compliance and quality in image acquisition and data management.
Senior Technical Support Specialist handling high volumes of sophisticated support cases at Harvey. Mentoring peers and driving technical resolutions with expert troubleshooting skills.
Pflegekraft für Gerontopsychiatrie bei AGAPLESION gAG in Hainburg. Fokus auf bewohnerorientierte Pflege für Menschen mit Demenz und umfassende Dokumentation.
Plant Director overseeing RNG facility operations focused on preventing food waste and transforming it into renewable energy at Divert. Leading operational excellence and strategic direction while ensuring safety and compliance.
Operations Supervisor managing railcar repair operations at Sasser Family Holdings, ensuring safety, quality, and financial performance in transportation asset services. Leading a team and engaging with customers for high operational standards.
Operations Supervisor managing railcar repair operations at Sasser Family Holdings. Leading safety initiatives and ensuring quality while supervising a workforce in Pine Bluff, AR.
Senior Quality Operations Lead at Johnson & Johnson ensuring quality assurance in production and leading quality operations teams in Georgia.