Senior Technical Support Specialist in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Technical Support Specialist based in United States.

This role offers the opportunity to serve as a senior technical escalation lead for a secure, enterprise-grade Generative AI platform supporting government and commercial users. You will take ownership of complex technical issues, drive investigations through resolution, and help identify lasting solutions to recurring problems. The position combines hands-on troubleshooting with knowledge management, support operations, reporting, and team leadership. You will collaborate closely with engineering, product, security, compliance, and external partners to improve the customer experience. Your work will also help strengthen support practices within highly regulated FedRAMP High and DoD IL5 environments. This is an ideal opportunity for an experienced support professional who enjoys solving difficult problems, improving systems, and mentoring others.

• Serve as the primary escalation point for complex, ambiguous, and high-impact customer issues, establishing diagnostic approaches and driving cases through resolution.
• Troubleshoot platform issues involving authentication, security configuration, account provisioning, access entitlements, verification and notification workflows, integrations, and Generative AI capabilities.
• Lead root cause analysis for recurring or systemic technical issues and collaborate with engineering teams to implement permanent solutions.
• Support incident response by monitoring customer impact, maintaining accurate case records, and providing timely status updates.
• Maintain comprehensive knowledge of platform features, configurations, integrations, limitations, releases, and support requirements, including Microsoft Entra ID, Active Directory, single sign-on, and multi-factor authentication.
• Own support knowledge management by establishing content standards, conducting accuracy reviews, identifying documentation gaps, and retiring outdated materials.
• Develop and maintain internal runbooks, troubleshooting playbooks, escalation procedures, customer FAQs, and self-service resources.
• Establish case documentation practices that support auditability, reporting, and compliance within FedRAMP High and DoD IL5 environments.
• Improve support workflows, severity definitions, escalation paths, service-level targets, ticket routing, templates, automation, and self-service strategies.
• Partner with engineering, product management, security, compliance, vendors, and third-party providers to resolve technical issues and continuously improve support delivery.
• Analyze recurring customer issues and support trends to recommend improvements to products, training, documentation, tooling, and operational processes.
• Represent customer and support needs during release planning and readiness reviews.
• Develop and analyze support metrics, including ticket volume, first-contact resolution, resolution time, backlog health, and customer sentiment, and communicate insights to management.
• Coordinate ticket triage, workload distribution, and coverage across a small support team.
• Mentor and coach support specialists through troubleshooting, case reviews, knowledge sharing, onboarding, and training while identifying development opportunities and skill gaps.

• Minimum of 4 years of combined experience in technical support, IT service desk, or customer support engineering, preferably within a SaaS or technology environment.
• 6+ years of relevant technical support experience is preferred, particularly in a senior support specialist, escalation engineer, or team lead capacity.
• Proven experience resolving complex technical escalations, performing root cause analysis, and coordinating effectively with engineering teams.
• Strong knowledge of Active Directory, Microsoft Entra ID (Azure AD), Microsoft 365, and identity and access administration.
• Experience supporting Generative AI, machine learning, or large language model platforms is preferred.
• Experience creating knowledge articles, runbooks, troubleshooting documentation, and support standards that improve service-level performance.
• Proficiency with ServiceNow or comparable ticketing, knowledge management, and reporting platforms.
• Experience supporting federal, Department of Defense, or public-sector customers in regulated environments such as FedRAMP High or DoD IL5 is preferred.
• Demonstrated ability to improve support processes through automation, self-service, training, onboarding, or vendor and license management.
• Eligibility to obtain and maintain a Department of Defense security clearance.
• ITIL Foundation, HDI Support Center Team Lead, CompTIA A+, Network+, Security+, or comparable certification is preferred.
• Excellent written and verbal communication skills, with the ability to translate technical concepts clearly for non-technical audiences.
• Strong analytical and problem-solving abilities, sound judgment under pressure, and the ability to work independently with general direction.
• Demonstrated mentoring and team leadership skills, with the ability to support and develop peers in a fully remote environment.

• Competitive compensation and benefits package.
• Fully remote work environment.
• Opportunity to work with Generative AI technologies supporting high-impact government and commercial use cases.
• Exposure to complex, security-sensitive environments, including FedRAMP High and DoD IL5.
• Opportunities to collaborate with engineering, product, security, compliance, and other cross-functional teams.
• Professional growth through technical leadership, mentoring, process improvement, and exposure to emerging AI technologies.
• Eligibility for applicable employee benefits and programs offered by the partner company.