Business Critical Support Specialist

Accountabilities:

• Premium Support Execution: Serve as a dedicated point of contact and senior escalation resource for premium SaaS customers, taking ownership of high-stakes technical roadblocks, complex workflows, and critical service disruptions with urgency and care.
• SLA Compliance: Consistently meet or exceed elevated Service Level Agreements (SLAs), ensuring business-critical customers receive priority routing, rapid responses, proactive communication, and comprehensive resolutions.
• Technical Troubleshooting: Investigate complex technical issues, identify root causes, coordinate solutions, and drive incidents toward timely resolution while maintaining a high standard of customer service.
• Cross-Functional Incident Management: Partner closely with Engineering, DevOps, and Product teams to prioritize critical bugs, coordinate incident response, facilitate rapid fixes, and advocate for the operational needs of high-value customers.
• Operational Playbook Development: Support the Head of Business Critical Support in testing, validating, documenting, and continuously improving workflows, standard operating procedures, and the broader operating playbook for the premium service tier.
• Proactive Client Communication: Act as the primary technical communicator during outages and complex escalations, delivering clear, continuous, professional status updates to external C-suite stakeholders and internal leadership.
• Customer Advocacy: Represent the needs of critical accounts internally, ensuring customer-impacting issues receive appropriate visibility, prioritization, resources, and follow-through.
• Trend Identification: Monitor recurring technical challenges and friction points affecting VIP customers, communicate patterns to leadership, and help identify proactive opportunities to prevent future escalations.

Requirements

• Education: Bachelor’s degree in Business Administration, Information Technology, Communications, or a related field, or equivalent professional experience.
• Professional Experience: 3–5 years of experience in Customer Support, Technical Support, Escalation Management, or a related function within a complex SaaS or technology environment.
• VIP Customer Management: Proven experience directly supporting VIP, enterprise, or high-revenue accounts in a premium, dedicated, or high-touch support capacity.
• Technical Troubleshooting: Exceptional analytical and problem-solving skills, with the ability to investigate complex technical issues, identify root causes, and develop effective solutions.
• Crisis Management: Ability to remain calm, focused, organized, and highly communicative during critical system outages, high-pressure incidents, and customer escalations.
• Communication: Advanced written and spoken English, with the professional polish, empathy, and clarity required to communicate directly with C-suite stakeholders and critical customers.
• Cross-Functional Collaboration: Strong relationship-building and collaboration skills, with the ability to work effectively with Engineering, DevOps, Product, and other technical teams to secure prioritization and necessary resources.
• Adaptability: High level of flexibility, initiative, and ownership, with the ability to manage rigorous day-to-day support responsibilities while simultaneously helping build and optimize new processes.
• Zero-to-One Experience: Experience working in an early-stage, agile, or rapidly evolving environment where support processes and operational structures are actively being created and refined is highly preferred.
• Customer-Focused Mindset: Strong commitment to delivering exceptional customer experiences, taking accountability for outcomes, and doing what is necessary to resolve business-critical issues effectively.
• Location Eligibility: Candidates must be based in the United States for the salaried position. Candidates must also currently hold a valid visa or ESTA that permits entry into the United States.
• Travel: Willingness and ability to travel for on-site customer visits is required.

Benefits

• Work Arrangement: Remote position for eligible U.S.-based salaried employees.
• Equipment: Company-provided equipment to support effective and productive remote work.
• Paid Time Off: PTO and paid holidays.
• Work-Life Balance: A strong emphasis on flexibility, balance, and maintaining a positive and enjoyable working environment.
• Healthcare Benefits: U.S. salaried employees are eligible for comprehensive benefits including Health, Dental, Vision, Life, Accident, Short-Term Disability, and Critical Illness coverage.
• Team Culture: A collaborative environment that values integrity, accountability, tenacity, resourcefulness, bold thinking, and a healthy balance between high performance and having fun.