Senior Premium Support Specialist

Your responsibilities

• Provide timely and accurate support to Premium and Enterprise Customers across email and other channels (such as phone, chat or virtual meetings).
• Own a range of Premium support cases, driving investigation, troubleshooting, escalation, coordination and follow-through from intake to closure.
• Provide clear workarounds and status updates to customers, especially during case escalations.
• Troubleshoot advanced customer issues involving product behavior, workflows, APIs, integrations, authentication, permissions, configuration and customer environments.
• Act as an ambassador for our products and an expert on our customers' needs, guiding Premium Support customers on product features and functionality.
• Support the wider Customer Support team during periods of lower Premium demand.
• Act as a point of contact during system outages and incidents, translating technical updates from Engineering into clear customer-facing communication within agreed timelines.
• Collaborate closely with Customer Support, Customer Success, Sales, Product, Engineering and other internal teams to drive timely resolution and improve customer outcomes.
• Maintain high service standards, achieve individual KPIs and contribute to team KPIs.
• Participate in on-call support rotations to ensure continuous support for Premium customers outside core business hours.
• Help strengthen team readiness through documentation, playbooks, onboarding and knowledge sharing.
• Contribute to improving support efficiency and quality through better processes, tooling, structured diagnostics and automation where appropriate.

Qualities we look for

• Experience in a customer-facing support role within a SaaS organisation, ideally supporting Premium or Enterprise customers globally.
• Solid technical troubleshooting skills across areas such as product behavior, workflows, configuration, authentication, permissions, APIs, integrations and customer environments.
• Confidence handling customer issues end to end, including troubleshooting, escalation, coordination and follow-through.
• Strong written and verbal communication skills in English; additional languages are a plus.
• Ability to explain product functionality, technical issues and workarounds clearly to both technical and non-technical audiences.
• Familiarity with REST APIs and tools such as Postman.
• Good experience with authentication and access management concepts in a SaaS environment, including SAML, OpenID Connect, SCIM and user provisioning and deprovisioning.
• Experience working cross-functionally with teams such as Support, Customer Success, Sales, Product, and Engineering.
• Sound judgment, strong ownership and a structured approach during escalations, incidents and other high-priority situations.
• A proactive and adaptable mindset, with a strong interest in developing technical expertise and improving team practices.