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Senior R&D Technical Support Specialist
On-siteFull-timeCustomer SupportEnterprise Software
Join an AI-powered SaaS service management team as a Tier 3 technical support specialist. Own complex escalations, investigate root causes, and work with Customer Experience, Product, and R&D teams to drive lasting solutions.
Responsibilities
- Own complex technical escalations from Zendesk through investigation and resolution with R&D or Development.
- Investigate product issues using logs, metrics, system data, code, and technical tools.
- Use AI agents and AI-powered tools to investigate issues, analyze code, and contribute pull requests.
- Identify root causes, take ownership of bugs, and drive them toward resolution.
- Partner with Product Managers to understand product behavior, requirements, and new features.
- Prioritize bugs according to customer impact, technical severity, and business considerations.
- Identify recurring issues and drive long-term product and technical improvements.
- Share technical and product insights with Customer Experience and Technical Support teams.
- Educate support teams on product behavior and troubleshooting techniques.
- Improve escalation and troubleshooting processes between Support and R&D.
- Act as a technical stakeholder for engineering and product leadership on complex issues.
Requirements
- At least 5 years of experience in technical support or a similar role.
- Strong troubleshooting and debugging skills across logs, metrics, system data, and code.
- Ability to investigate ambiguous technical problems systematically and learn new technologies quickly.
- Experience with complex systems and root-cause analysis.
- Experience in a technical leadership or highly cross-functional role.
- Ability to influence senior stakeholders without direct authority.
- Strong communication skills for translating between technical and non-technical teams.
- A product mindset focused on prevention, prioritization, and trade-offs.
- Proactive ownership of investigations and solutions in ambiguous environments.
Nice to have
- Experience supporting SaaS or B2B products.
- Experience using AI tools or agents for technical investigation, debugging, or development.