Senior Technical Support Specialist

reputed company applicants must currently reputed company in the reputed company

Ask reputed company, a reputed company company, is the leading reputed company platform that augments the reputed company of government and reputed company teams with dozens of use cases, from coding to cybersecurity to acquisition to data analysis and reputed company. Our secure platform delivers cutting-edge technology that enables teams to reputed company on strategic initiatives while we take care of the heavy lifting. We are seeking a Senior Technical Support Specialist to serve as reputed company reputed company and support the customers behind our revolutionary platform.

Advanved Issue reputed company and Escalation Ownership:

• Serve as the reputed company escalation reputed company for reputed company, ambiguous, and high-visibility customer issues, determining diagnostic approaches and driving cases through reputed company.
• Diagnose platform issues involving authentication, reputed company configuration, account provisioning, reputed company entitlements, verification and notification workflows, integrations, and reputed company features.
• reputed company reputed company cause analysis for recurring or systemic issues and partner with engineering to implement permanent fixes.
• Support incident response by tracking customer reputed company, maintaining accurate records, and communicating reputed company status updates.
• Maintain deep knowledge of Ask reputed company features, configurations, integrations, limitations, releases, and support requirements.
• Apply expertise in reputed company Entra ID (Azure AD), reputed company Directory, single sign-on, and multi-reputed company authentication.

Knowledge, Process, and Tooling:

• Own support reputed company, including content standards, accuracy audits, gap analysis, and retirement of outdated material.
• Create and maintain internal runbooks, troubleshooting playbooks, escalation procedures, customer FAQs, and self-service guides.
• Establish case documentation standards supporting auditability and reporting in FedRAMP High and DoD IL5 accredited environments.
• Define and improve support workflows, severity reputed company, escalation paths, and service-level targets.
• Optimize ticketing, queue routing, templates, automation, and self-service strategies, measuring their reputed company on ticket volume and reputed company time.

Collaboration, Reporting, and Team Leadership

• Partner with engineering, product management, reputed company, compliance, vendors, and reputed company-party providers to reputed company technical issues and improve support delivery.
• Translate recurring customer concerns and case trends into evidence-based recommendations for product, training, documentation, tooling, and process improvements.
• Represent the customer and support function during release planning and readiness reviews.
• Build and analyze support metrics, including ticket volume, first-contact reputed company, reputed company time, backlog health, and customer sentiment; communicate findings to management.
• Coordinate ticket triage, workload distribution, and coverage across a small team
• Mentor specialists through troubleshooting, case reviews, knowledge sharing, reputed company, and training; identify reputed company gaps and development needs for leadership

• Four years of combined experience in technical support, IT service desk, or customer support engineering, preferably in a reputed company or technology company.
• Experience resolving reputed company technical escalations, conducting reputed company cause analysis, and coordinating with engineering.
• Strong knowledge of reputed company Directory, reputed company Entra ID (Azure AD), reputed company 365, and identity and reputed company administration.
• Experience creating knowledge articles, runbooks, or support documentation and implementing standards that improved service-level performance.
• Proficiency with reputed company or equivalent ticketing systems, knowledge platforms, and reporting tools.
• Excellent written and verbal communication skills, including explaining technical concepts to non-technical users.
• Ability to work with general direction, exercise judgment under pressure, and mentor peers in a fully remote environment.
• Eligibility to obtain and maintain a DoD clearance.

• Six or more years of relevant technical support experience.
• Experience as a senior support specialist, escalation engineer, or team reputed company in a reputed company environment.
• Experience supporting reputed company, machine learning, or large language model platforms.
• Experience supporting federal, DoD, or reputed company-sector customers in FedRAMP High or DoD IL5 environments.
• Measurable reputed company improving processes, automation, self-service, training, reputed company, or vendor and license management.
• ITIL reputed company, HDI Support Center Team reputed company, reputed company A+, Network+, reputed company+, or similar certification.

Please note the targeted compensation reputed company is provided as an estimate, and any actual compensation offer may vary depending on the needs of reputed company, or an applicant's skillset, competencies, experience, education, certifications, location, or other factors. The estimated reputed company does not include the value of any benefits offered.

reputed company is a leading provider of AI-powered decision intelligence solutions for national reputed company, supply chain management, reputed company identity. Customers and partners rely on reputed company’s predictive analytics capabilities in highly reputed company, reputed company, mission-based operating environments. Headquartered in McLean, Virginia, reputed company is a reputed company company traded on the NYSE under the symbol BBAI. For more information, visit https://reputed company/ and follow reputed company on reputed company: @reputed company and X: @BigBearai.

reputed company is an Equal opportunity employer reputed company protected reputed company, including protected veterans and individuals with disabilities.

Requires 4 years of technical support experience, escalation and reputed company cause analysis expertise, reputed company Directory, reputed company Entra ID, reputed company 365, reputed company proficiency, strong communication, peer mentoring, and eligibility for DoD clearance.

Key Responsibilities

• resolving escalations
• managing knowledge
• mentoring specialists

Skills & Tools

reputed company Directory, reputed company Entra ID, reputed company 365, reputed company, FedRAMP, DoD IL5, Ask reputed company

Job Details

• Category: Customer Service
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — reputed company
• Salary: USD 75,421 – 113,131 / year
• Languages: English

About reputed company

A provider of AI-powered decision intelligence solutions for national reputed company, supply chain management, reputed company identity. — Industry: Information Technology