Enterprise Support Specialist

📋 Description

• Partner with Enterprise Support Manager to improve Enterprise Support for strategic customers.
• Build trust with customers and collaborate with Sales, Product, and Engineering to diagnose issues and determine solutions.
• Interact with customers daily via email, owning cases from start to resolution.
• Guide large-scale organizations through complex workspace configurations; address technical issues for successful setup.
• Own high-risk escalations and communicate with partners through to solution.
• Identify trends and advocate for bug fixes and feature improvements with Product and Engineering.

🎯 Requirements

• 3+ years' experience in a technical SaaS support role, ideally supporting Enterprise customers.
• Experience troubleshooting SAML/SSO and SCIM configurations for large-scale organizations.
• Experience with system administration for large end-user communities or guiding complex implementations.
• Experience evaluating the business impact of technical issues to drive cross-functional alignment, prioritization, and timely resolutions.
• Nice to have: Adobe XD, Sketch, Framer.
• Nice to have: Familiarity with AI concepts (prompt refinement, generative AI, ML basics).

🎁 Benefits

• Equal opportunity workplace and commitment to diversity.
• Accommodations available for applicants with disabilities.
• Hybrid work arrangement with London hub.