Senior Technical Support Specialist

Job Summary

A seasoned expert in technical support and project leadership is required to drive successful implementation of solutions.

Main Responsibilities

• Serve as the senior escalation point for advanced technical queries, ensuring resolution with urgency and precision.
• Lead root cause analysis efforts, collaborating with engineering and product teams to drive permanent fixes and continuous improvement.
• Establish and uphold support best practices, authoring detailed knowledge base articles, runbooks, and diagnostic procedures.
• Monitor SLA adherence and implement measures to exceed customer satisfaction expectations.
• Guide and mentor junior support engineers, fostering technical growth and team performance.

• Manage full lifecycle technical projects, including client onboarding, integration, platform upgrades, and solution rollouts.
• Define and maintain project charters, schedules, and resource plans, ensuring clear accountability across stakeholders.
• Provide senior-level project governance, communicating directly with client executives and internal leadership to align on scope, timelines, and business outcomes.
• Anticipate project risks and develop robust mitigation strategies; oversee scope, timeline, and budget adherence.
• Drive cross-functional collaboration to achieve seamless project delivery.

• Cultivate long-term relationships with senior client stakeholders, serving as a strategic technical advisor.
• Conduct executive-level briefings, solution workshops, and enablement programs tailored to client maturity and adoption stage.
• Represent the voice of the customer internally, bringing critical feedback into product roadmaps and architecture discussions.
• Promote long-term client value through proactive engagement and anticipating future needs.

• Analyze historical support and project data to identify systemic issues and opportunities for process optimization.
• Lead initiatives to streamline operations—automating workflows, improving documentation quality, and refining support methodologies.
• Present KPIs, trends, and risk forecasts related to client performance, issue frequency, and delivery metrics.
• Drive a culture of excellence, ownership, and innovation across customer delivery and support.

Requirements

• 10–15 years of professional experience in technical support, systems engineering, or customer-facing IT services.
• Minimum 5+ years in managing customer-facing technical projects or enterprise implementations.
• Deep understanding of complex software systems, APIs, databases, and cloud-based infrastructure.
• Expertise with project management tools and reporting platforms.
• Excellent communication and stakeholder management skills, with the ability to influence at senior levels.
• Demonstrated ability to mentor and lead technical teams, and to drive alignment across business and technical functions.

Preferred Qualifications

• PMP, PRINCE2, or equivalent Project Management certification.
• Experience with CRM and ticketing platforms.
• Previous experience in SaaS, enterprise software, or IT infrastructure environments.
• Prior success working with enterprise B2B clients in regulated sectors.

Key Traits

• Strategic problem solver: approaches challenges with critical thinking.
• Operational leader: brings structure and clarity to complex projects and support processes.
• Customer advocate: represents client needs and ensures exceptional service delivery.
• Collaborative influencer: navigates cross-functional dynamics effectively.
• Results-driven professional: takes full ownership of outcomes and continually seeks ways to improve performance.