Senior Technical CX Specialist

Role Overview

The Senior Technical Customer Experience (CX) Specialist is a highly experienced individual contributor role designed for support operators who thrive in complexity and ambiguity. This role serves as the team’s primary escalation point for the most complex, technical, or nuanced customer issues, while remaining deeply hands-on in the support queue.

As a Senior Technical CX Specialist, you will handle high volumes of sophisticated support cases, lead customer calls, manage bugs end-to-end, and act as a trusted partner to Product and Engineering. You’ll play a critical role in raising the technical bar of the team by mentoring peers, surfacing patterns from escalations, and helping translate hard-earned learnings into scalable improvements.

This role is ideal for someone who loves solving hard problems, operates calmly under pressure, and wants to maximize impact without moving into formal people management.

What You'll Do

Advanced Support & Escalation Ownership

• Own a full, high-volume support queue while consistently handling the most complex, high-impact, or ambiguous customer issues.
• Serve as the senior escalation point for technical investigations, edge cases, and customer-impacting incidents.
• Lead live customer calls to troubleshoot issues in real time, set expectations, and drive resolution in high-stakes scenarios.
• Apply expert-level troubleshooting across product workflows, integrations, APIs, and system behavior.
• Exercise strong judgment in deciding when to resolve independently vs. when to escalate or involve cross-functional partners.

Bug Management & Cross-Functional Partnership

• Partner closely with Engineering and Product on bug investigations, reproductions, prioritization, and resolution.
• Write clear, actionable bug reports with strong reproduction steps and customer impact context.
• Track issues through resolution and communicate updates clearly to customers and internal stakeholders.
• Act as a bridge between technical teams and customers with varying levels of technical aptitude.

Team Enablement & Skill Development

• Actively upskill peers by sharing troubleshooting frameworks, product insights, and best practices.
• Serve as a go-to resource for Specialists navigating difficult or ambiguous cases.
• Contribute to internal documentation, playbooks, and troubleshooting guides to scale knowledge across the team.
• Model excellent customer communication, prioritization, and decision-making under pressure.

Pattern Recognition & Continuous Improvement

• Identify themes, patterns, and systemic issues emerging from escalations and complex tickets.
• Surface actionable insights to CX leadership to inform product, tooling, or process improvements.
• Contribute to initiatives that improve support quality, reduce repeat issues, and increase operational efficiency.

What You Have

• 4–6+ years of experience supporting complex, AI-powered or machine learning–driven products in a technical customer support environment.
• Proven experience acting as a senior escalation point for complex, technical, or high-risk customer issues.
• Strong technical troubleshooting skills, including comfort working with APIs, integrations, and technical system behavior.
• Experience managing bugs and collaborating closely with Product and Engineering teams.
• Ability to handle high ticket volume while maintaining exceptional quality, responsiveness, and customer empathy.
• Confidence leading customer calls and communicating clearly with both highly technical and non-technical users.
• Strong written communication skills, particularly when documenting investigations or summarizing complex issues.
• Track record of mentoring peers and contributing to team-wide skill development without formal people management responsibility.
• Comfort operating in fast-moving environments with evolving processes and incomplete information.