Business Critical Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Business Critical Support Specialist based in United States.

This role is part of a newly established premium support function designed to provide high-touch, priority service to high-value SaaS customers.

You will act as a senior technical escalation resource, managing critical incidents, complex workflows, and urgent service disruptions with speed and precision.

The position combines advanced troubleshooting with crisis management, customer communication, and close collaboration with Engineering, DevOps, and Product teams.

You will work directly with VIP and enterprise-level stakeholders, including C-suite contacts, ensuring strict adherence to elevated Service Level Agreements (SLAs).

Beyond resolving individual incidents, you will help build and refine the operational playbook, workflows, and standard operating procedures for the premium support organization.

The role is well suited to a highly technical, execution-focused professional who remains composed under pressure and takes ownership of complex customer problems.

You will have a direct impact on customer retention, service reliability, and the development of a scalable business-critical support model.

Accountabilities:

• Premium Support Execution: Serve as a dedicated point of contact and senior escalation resource for premium SaaS customers, taking ownership of high-stakes technical roadblocks, complex workflows, and critical service disruptions with urgency and care.
• SLA Compliance: Consistently meet or exceed elevated Service Level Agreements (SLAs), ensuring business-critical customers receive priority routing, rapid responses, proactive communication, and comprehensive resolutions.
• Technical Troubleshooting: Investigate complex technical issues, identify root causes, coordinate solutions, and drive incidents toward timely resolution while maintaining a high standard of customer service.
• Cross-Functional Incident Management: Partner closely with Engineering, DevOps, and Product teams to prioritize critical bugs, coordinate incident response, facilitate rapid fixes, and advocate for the operational needs of high-value customers.
• Operational Playbook Development: Support the Head of Business Critical Support in testing, validating, documenting, and continuously improving workflows, standard operating procedures, and the broader operating playbook for the premium service tier.
• Proactive Client Communication: Act as the primary technical communicator during outages and complex escalations, delivering clear, continuous, professional status updates to external C-suite stakeholders and internal leadership.
• Customer Advocacy: Represent the needs of critical accounts internally, ensuring customer-impacting issues receive appropriate visibility, prioritization, resources, and follow-through.
• Trend Identification: Monitor recurring technical challenges and friction points affecting VIP customers, communicate patterns to leadership, and help identify proactive opportunities to prevent future escalations.

Requirements

• Education: Bachelor’s degree in Business Administration, Information Technology, Communications, or a related field, or equivalent professional experience.
• Professional Experience: 3-5 years of experience in Customer Support, Technical Support, Escalation Management, or a related function within a complex SaaS or technology environment.
• VIP Customer Management: Proven experience directly supporting VIP, enterprise, or high-revenue accounts in a premium, dedicated, or high-touch support capacity.
• Technical Troubleshooting: Exceptional analytical and problem-solving skills, with the ability to investigate complex technical issues, identify root causes, and develop effective solutions.
• Crisis Management: Ability to remain calm, focused, organized, and highly communicative during critical system outages, high-pressure incidents, and customer escalations.
• Communication: Advanced written and spoken English, with the professional polish, empathy, and clarity required to communicate directly with C-suite stakeholders and critical customers.
• Cross-Functional Collaboration: Strong relationship-building and collaboration skills, with the ability to work effectively with Engineering, DevOps, Product, and other technical teams to secure prioritization and necessary resources.
• Adaptability: High level of flexibility, initiative, and ownership, with the ability to manage rigorous day-to-day support responsibilities while simultaneously helping build and optimize new processes.
• Zero-to-One Experience: Experience working in an early-stage, agile, or rapidly evolving environment where support processes and operational structures are actively being created and refined is highly preferred.
• Customer-Focused Mindset: Strong commitment to delivering exceptional customer experiences, taking accountability for outcomes, and doing what is necessary to resolve business-critical issues effectively.
• Location Eligibility: Candidates must be based in the United States for the salaried position. Candidates must also currently hold a valid visa or ESTA that permits entry into the United States.
• Travel: Willingness and ability to travel for on-site customer visits is required.

Benefits

• Work Arrangement: Remote position for eligible U.S.-based salaried employees.
• Equipment: Company-provided equipment to support effective and productive remote work.
• Paid Time Off: PTO and paid holidays.
• Work-Life Balance: A strong emphasis on flexibility, balance, and maintaining a positive and enjoyable working environment.
• Healthcare Benefits: U.S. salaried employees are eligible for comprehensive benefits including Health, Dental, Vision, Life, Accident, Short-Term Disability, and Critical Illness coverage.
• Team Culture: A collaborative environment that values integrity, accountability, tenacity, resourcefulness, bold thinking, and a healthy balance between high performance and having fun.