Senior Technical Support Agent

Yoodli AI Roleplays

Senior Technical Support Agent managing complex customer issues primarily for EMEA/APAC clients. Conducting troubleshooting, mentoring agents, and collaborating cross-functionally while working US East Coast hours.

Posted 7/9/2026full-timeRemote • New York • 🇺🇸 United StatesSenior💰 $89,600 - $103,000 per yearWebsite

About the role

Key responsibilities & impact

Own and resolve the most technically complex, high-priority, and enterprise-critical tickets via email and live screen share for our growing EMEA/APAC customer base, working 3:00 AM - 12:00 PM ET
Independently investigate and diagnose ambiguous or previously unseen technical issues, applying strong root-cause analysis rather than surface-level fixes
Serve as a point of technical escalation for the rest of the support team, including reviewing tricky tickets and helping less experienced agents land on the right resolution path
Determine and implement effective solutions to complex issues, and know when a problem needs to be escalated to Engineering versus being resolved directly
Create and communicate clear, thoughtful action plans to customers, including enterprise stakeholders, in an approachable, confident manner
Partner closely with Engineering, Product, and other internal teams to escalate, track, and resolve complex or systemic issues, building strong cross-functional relationships and pushing for durable fixes
Identify patterns across tickets and proactively flag recurring or emerging issues before they become widespread
Contribute to and help maintain support documentation, internal playbooks, and troubleshooting guides so institutional knowledge doesn't live in one person's head
Mentor and coach newer support agents on troubleshooting technique, tone, and prioritization
Stay current on Yoodli's fast-moving AI platform, proactively seeking out and sharing new product knowledge with the team
Manage time effectively across competing priorities, a fast-paced ticket queue, and mentorship responsibilities

Requirements

What you’ll need

4-5 years of experience in a technical customer support/service role, including direct experience with complex, high-stakes, or enterprise-tier accounts
Excellent instincts and judgment for prioritizing high-impact customer issues, deciding when to escalate, and knowing when to push back on an escalation
Advanced analytical and critical-thinking skills, with a demonstrated track record of independently diagnosing and resolving hard technical problems
Excellent verbal and written communication skills, with the ability to explain technical and AI-specific concepts clearly to both non-technical users and technical stakeholders
Demonstrated experience mentoring, coaching, or informally leading other support agents
Comfortable operating with a high degree of autonomy in a fast-paced, hyper-growth startup environment
A genuine team player who raises the bar for others and has a strong desire to keep learning
Deep curiosity and comfort with AI-powered products, including the ability to reason about and explain AI/model behavior to non-technical users.

Benefits

Comp & perks

Equity opportunities at a fast growing company
Health, dental, vision insurance
401k plans
Unlimited PTO, free lunches at the office

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Root-Cause AnalysisTroubleshooting TechniquesTechnical Issue ResolutionEscalation ManagementDocumentation Maintenance

Soft Skills

Judgment and Decision-MakingTeam CollaborationTime ManagementCuriosity and Learning