Senior Technical Support Specialist

📋 Description

• Serve as the primary escalation point for complex issues, establish diagnostics, and drive
• Troubleshoot platform issues including authentication, security configuration, provisioning
• Lead root cause analyses and collaborate with engineering for permanent fixes.
• Support incident response with monitoring, case records, and timely status updates.
• Maintain knowledge of features, configurations, integrations, releases, and support requirements
• Own knowledge management: content standards, reviews, gaps, retire outdated materials.

🎯 Requirements

• Minimum of 4 years in technical support, IT service desk, or customer support engineering
• 6+ years of relevant experience in senior support/escalation roles preferred.
• Proven ability to resolve complex escalations and coordinate with engineering.
• Strong knowledge of Active Directory, Microsoft Entra ID (Azure AD), Microsoft 365, identity and
• Experience with Generative AI, ML, or LLM platforms is a plus.
• Experience creating knowledge articles, runbooks, and support standards to improve SLAs.

🎁 Benefits

• Competitive compensation and benefits package.
• Fully remote work environment.
• Opportunity to work with Generative AI technologies for government and commercial use cases.
• Exposure to complex, security-sensitive environments (FedRAMP High, DoD IL5).
• Collaborative cross-functional teamwork with engineering, product, security, compliance, and more.
• Professional growth through technical leadership and exposure to emerging AI tech.