Sensi.AI · 16 hours ago
Technical Support Specialist
Austin, TX
Full-time
Hybrid
Mid Level
3+ years expSensi.AI is dedicated to creating a world where every older adult receives the care they truly deserve. As a Technical Support Specialist, you will provide world-class technical support to clients, resolving software and hardware-related issues while ensuring customer satisfaction.
Computer Software
Responsibilities
Deliver high B2B technical support to enterprise clients via phone, email, and chat, ensuring high customer satisfaction and timely resolution
Own complex escalations end-to-end, troubleshooting software, hardware, network, IoT device, and application performance issues
Diagnose network and connectivity issues using command-line tools, logs, and monitoring dashboards (e.g., SSH, DHCP)
Manage client requests from initiation through resolution, minimizing downtime and ensuring a seamless support experience
Serve as a Sensi product expert, educating clients through ad hoc training to drive adoption and confidence
Collaborate with Product, Engineering, QA, Customer Success, and Implementation teams to resolve issues quickly and accurately
Identify recurring issues and trends, proactively recommending product or process improvements to enhance the client experience
Deliver exceptional customer service and technical support via phone and email, ensuring high customer satisfaction and prompt issue resolution
Document all support interactions, troubleshooting steps, and resolutions clearly in the ticketing system
Qualification
Required
3+ years of experience providing technical support in a SaaS environment, supporting B2B customers and troubleshooting complex software-related issues; experience with IoT or connected devices is a strong plus
Strong technical proficiency with the ability to diagnose and resolve system, application, and connectivity issues, including solid understanding of networking fundamentals (e.g., DHCP, basic TCP/IP, SSH)
Excellent customer-facing communication skills in English, with the ability to explain technical concepts clearly and confidently to both technical and non-technical users
Demonstrated experience documenting technical issues and resolutions, producing clear, structured resources such as troubleshooting guides, FAQs, and internal knowledge base articles
Customer-first, solution-oriented mindset with proven ability to manage escalations professionally, maintain empathy under pressure, and drive issues to resolution
Comfortable working in a fast-paced, changing environment, balancing independent ownership of tickets with close collaboration across Product, Engineering, and Customer Success teams
Preferred
1+ years working within a growing, fast-paced startup environment
Experience working within Hubspot and/or Jira
Telecommunications Experience (AT&T/Verizon)
Experience working with routers and wifi devices
Company
Sensi.AI
Sensi.AI is the most trusted 24/7 Care Copilot, using audio technology with the highest level of precision.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Romi Gubes
Co-Founder and CEO
Recent News
2025-10-11
Tech Funding News
2025-10-11
Company data provided by crunchbase