Senior Technical Support Agent - East Coast, Night Shift

Yoodli AI Roleplays

34d•$89,600 - $103,000•Remote

About The Position

Yoodli is seeking a seasoned technical support professional to join their team. This individual-contributor role involves owning complex customer issues, mentoring new agents, and shaping support processes and tooling. The ideal candidate has extensive experience in technical support, enjoys tackling ambiguous problems, and serves as a go-to resource for the team. This role specifically supports EMEA/APAC customers and requires working from 3:00 AM to 12:00 PM Eastern Time. The position is for someone passionate about AI technology, customer experience, and thriving in a fast-paced startup environment.

Requirements

4-5 years of experience in a technical customer support/service role, including direct experience with complex, high-stakes, or enterprise-tier accounts
Excellent instincts and judgment for prioritizing high-impact customer issues, deciding when to escalate, and knowing when to push back on an escalation
Advanced analytical and critical-thinking skills, with a demonstrated track record of independently diagnosing and resolving hard technical problems
Excellent verbal and written communication skills, with the ability to explain technical and AI-specific concepts clearly to both non-technical users and technical stakeholders
Demonstrated experience mentoring, coaching, or informally leading other support agents
Comfortable operating with a high degree of autonomy in a fast-paced, hyper-growth startup environment
A genuine team player who raises the bar for others and has a strong desire to keep learning
Deep curiosity and comfort with AI-powered products, including the ability to reason about and explain AI/model behavior to non-technical users

Nice To Haves

Advanced proficiency in HubSpot or a similar CRM/ticketing platform, including building or improving processes, workflows, SLAs, or reporting
Experience troubleshooting web-based applications, API/SSO integrations, common error messages, and operating system settings at a senior level
Experience troubleshooting live with customers via screen share, including in high-pressure or executive-visible situations
Experience working with Learning Management Systems (LMS), including SCORM and LTI integrations.

Responsibilities

Own and resolve the most technically complex, high-priority, and enterprise-critical tickets via email and live screen share for our growing EMEA/APAC customer base, working 3:00 AM - 12:00 PM ET
Independently investigate and diagnose ambiguous or previously unseen technical issues, applying strong root-cause analysis rather than surface-level fixes
Serve as a point of technical escalation for the rest of the support team, including reviewing tricky tickets and helping less experienced agents land on the right resolution path
Determine and implement effective solutions to complex issues, and know when a problem needs to be escalated to Engineering versus being resolved directly
Create and communicate clear, thoughtful action plans to customers, including enterprise stakeholders, in an approachable, confident manner
Partner closely with Engineering, Product, and other internal teams to escalate, track, and resolve complex or systemic issues, building strong cross-functional relationships and pushing for durable fixes
Identify patterns across tickets and proactively flag recurring or emerging issues before they become widespread
Contribute to and help maintain support documentation, internal playbooks, and troubleshooting guides so institutional knowledge doesn't live in one person's head
Mentor and coach newer support agents on troubleshooting technique, tone, and prioritization
Stay current on Yoodli's fast-moving AI platform, proactively seeking out and sharing new product knowledge with the team
Manage time effectively across competing priorities, a fast-paced ticket queue, and mentorship responsibilities