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Senior Technical Support Agent - East Coast, Night Shift

28 minutes ago
United States
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
CRM HubSpot
Apply Now
Yoodli

Yoodli

Yoodli: AI-powered communication coach providing personalized feedback to improve speaking skills without judgment. Like Grammarly, but for speech!

Diversified Consumer Services
11-50
Founded 2021
$7M raised
View All Jobs

Description

  • Own and resolve technically complex, high-priority, and enterprise-critical support tickets via email and live screen share.
  • Investigate and diagnose ambiguous or previously unseen technical issues using root-cause analysis.
  • Serve as a technical escalation point for newer support agents and help guide resolution paths.
  • Determine when issues should be resolved by support versus escalated to Engineering.
  • Communicate clear action plans to customers and enterprise stakeholders.
  • Partner with Engineering, Product, and other internal teams to track and resolve systemic issues.
  • Identify recurring patterns across tickets and flag emerging issues proactively.
  • Maintain support documentation, internal playbooks, and troubleshooting guides.
  • Mentor and coach newer support agents on troubleshooting, tone, and prioritization.
  • Manage competing priorities across a fast-paced ticket queue and mentorship work.

Requirements

  • 4-5 years of experience in a technical customer support or service role with complex, high-stakes, or enterprise-tier accounts.
  • Strong judgment for prioritizing customer issues and deciding when to escalate or push back.
  • Advanced analytical and critical-thinking skills with a track record of independently resolving difficult technical problems.
  • Excellent verbal and written communication skills for both non-technical and technical audiences.
  • Experience mentoring, coaching, or informally leading other support agents.
  • Comfort operating independently in a fast-paced, hyper-growth startup environment.
  • Strong team orientation and a desire to keep learning.
  • Comfort with AI-powered products and the ability to explain AI or model behavior to non-technical users.
  • Advanced proficiency in HubSpot or a similar CRM/ticketing platform is preferred.
  • Experience troubleshooting web applications, API/SSO integrations, common error messages, and operating system settings is preferred.
  • Experience troubleshooting live with customers via screen share, including high-pressure or executive-visible situations, is preferred.
  • Experience with Learning Management Systems (LMS), including SCORM and LTI integrations, is preferred.

Benefits

  • Total compensation targeted at $89,600 - $103,000 depending on experience.
  • Equity opportunities at a fast-growing company.
  • Health, dental, and vision insurance.
  • 401(k) plans.
  • Unlimited PTO.
  • Free lunches at the office.
  • Combination of cash base and commission compensation.
  • Opportunity to work closely with the founding team and mentors.

Interested in this position?

Apply directly on the company website

Apply Now

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