Sr. Technical Support Engineer

Prime Team Partners • Seattle, WA

70d • $80,000 - $120,000 • Hybrid

About The Position

Fast-growing startup is seeking a Senior Technical Support Specialist to lead the development of a scalable, AI-first support experience. This hybrid role is based in Seattle (3 days in-office, 2 remote) and is ideal for someone who thrives in startup environments, enjoys solving complex technical challenges, and wants to shape the future of customer support systems.

Requirements

• 4-7 years of experience in technical support, support engineering, or solutions consulting
• Ability to troubleshoot logs, configs, APIs, and integrations
• Ability to explain complex issues simply and clearly
• Think like a systems builder: solve once, scale broadly
• Startup experience and enjoy owning problems end-to-end
• Experience with AI-powered support tools (Intercom bots, GPT knowledge bases, etc.)
• Familiarity with SaaS RevOps stacks (HubSpot, Gong, etc.)
• Proven ability to reduce escalations or scale support through automation
• Exposure to enterprise SaaS environments and strategic accounts

Responsibilities

• Handle Tier 2-4 support tickets, especially technical issues involving integrations, SSO, SKIM, and API behavior
• Serve as the senior escalation point for frontline teammates
• Communicate clearly and empathetically with customers and their IT teams
• Convert recurring issues into playbooks, automation, or product improvements
• Collaborate with RevOps to integrate support tools into the GTM stack
• Maintain a comprehensive knowledge base and support documentation
• Identify patterns in tickets and design AI-driven solutions (bots, routing, auto-responses)

Benefits

• Medical, dental and vision insurance (employees covered at 75%)
• 401K after 6 months
• Sick time offered in accordance with local laws

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Administrative and Support Services
• Number of Employees: 11-50 employees