Premium Support Specialist, Weekend Coverage

📋 Description

• Serve as primary escalation point for Enterprise/Majors, owning high-severity cases.
• Triage, investigate, and resolve urgent issues with cross-functional teams.
• Maintain deep account context (workflows, configurations, integrations) for troubleshooting.
• Provide hands-on technical support for senior stakeholders.
• Lead incident communications with customer-focused impact and next steps.
• Participate in incident response workflows, including severity classification and retrospectives.

🎯 Requirements

• Experience supporting enterprise software in technical support or escalation roles.
• Strong technical foundation; troubleshoot complex systems and translate concepts for customers.
• Detail-oriented; manage and resolve multi-layered support cases.
• End-to-end ownership for customer outcomes and long-term success.
• Excellent judgment under pressure in high-severity, time-sensitive situations.
• Clear, polished written and verbal communication with senior stakeholders.

🎁 Benefits

• Remote-friendly role with weekend coverage.
• Work with 2400+ customers across 70+ countries.
• Growth opportunities in a fast-scaling, mission-driven company.