Remote Senior Technical Support Specialist

In this Remote Senior Technical Support Specialist- UK role, you will ensure support insights influence roadmap and quality improvement 5.7 Support Operations & Excellence.

This is: Not L1 / call‑center support, Not a “just escalation to engineering” role, Not reactive firefighting only.

The work

Support or reliability roles in AI / automation platforms, provide clear, actionable root cause summaries and resolve Sev 1 / Sev 2 Client issues; Escalate to the right team to help solve and close the issue.

• Ensure no issue is “lost” between teams
• Communicate during incidents without speculation or panic
• Own customer‑reported issues from intake to resolution adhering strictly to SLAs
• Improve on‑call hygiene and escalation clarity

Experience that matters

• You’ll need experience supporting enterprise SaaS platforms in production, while you’ll need experience handling escalations and incidents
• Customer‑facing experience with senior stakeholders

Working details

• Contract: Full‑time
• Location: London

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