Sr. Support Specialist

Accountabilities:: Own complex and escalated customer issues from initial investigation through resolution, ensuring appropriate communication and escalation throughout the process. Manage, respond to, resolve, and route support tickets through Zendesk, collaborating closely with Customer Success, Data, Engineering, and Product teams. Develop and execute plans to identify, escalate, and resolve operational challenges. Manage technical escalations through Jira, working with Engineering and Product teams to reproduce, investigate, categorize, and validate bugs. Act as a subject matter expert for one or more product areas, providing technical guidance and support expertise. Establish methods and procedures for new or specialized assignments while coordinating the work of other team members. Lead small cross-functional projects by defining milestones, providing direction, and maintaining clear communication with stakeholders. Independently manage priorities while helping establish priorities and workflows for more junior team members. Proactively identify potential customer issues, operational blockers, and recurring support trends, translating insights into actionable improvements. Identify operational and data-related risks that may impact execution and develop effective solutions. Mentor, coach, and support team members, contributing to their professional development and leading day-to-day activities when needed. Create, maintain, and improve technical documentation, standard operating procedures (SOPs), knowledge base articles, and support resources. Maintain high standards of accuracy, accountability, and attention to detail across all responsibilities. Requirements: Must be authorized to work in the United States without additional sponsorship due to data access requirements. At least 6 years of customer-facing support experience, including 2 or more years in a senior, lead, or escalation-focused position. Previous experience working in a B2B SaaS environment. Hands-on experience with ticketing and issue-tracking platforms such as Zendesk, Jira, or Salesforce. Demonstrated experience leading cross-functional projects, initiatives, or process improvements. Experience mentoring, training, or guiding other customer support professionals. Excellent written and verbal English communication skills, including the ability to communicate effectively with senior stakeholders. Ability to translate complex technical concepts into clear, accessible explanations for audiences with varying levels of technical expertise. Strong organizational and prioritization skills, with the ability to manage multiple customer issues and projects simultaneously. Highly proactive and independent working style, with the ability to make decisions and manage priorities with minimal supervision. Strong attention to detail, accountability, and commitment to accuracy. Customer-focused mindset with demonstrated empathy and the ability to manage difficult customer situations constructively. Preferred qualifications: Familiarity with SQL, AWS Athena, S3, APIs, Microsoft Excel, Google Workspace, or similar technical tools. Experience in healthcare, life sciences, or data-driven products is an advantage. Experience creating SOPs, knowledge base articles, or help center documentation is preferred. Benefits: Annual salary: $65,000–$80,000, depending on experience. Equity compensation in the form of Restricted Stock Units (RSUs). Comprehensive health insurance options. Generous paid time off. Scheduled company-wide wellness holidays. Retirement savings options. Health and charitable donation stipends. Opportunities to participate in impactful Business Resource Groups. The opportunity to collaborate with leading biotech and life sciences organizations in an innovative industry dedicated to improving global healthcare. Fully remote work environment within the United States.