The job of the Technical Support Specialist is to help the users of our tools to reach their highest potential by educating them about our products, industry standards, and best practices. To be successful, you must be an excellent communicator, a creative thinker and motivated problem-solver, a master of organization, and a passionate learner. Most importantly, you need to love helping people!
Handle support tickets with efficiency and empathy, using AI tools to assist in drafting, summarizing, or categorizing issues. Maintain and improve knowledge base articles, leveraging AI to identify gaps, generate drafts, or surface outdated content. Analyze recurring support issues using AI-enhanced insights or internal query tools. This role requires active and intentional use of AI tools to streamline, enhance, and scale support processes.
You are responsible for the delivery and management of technical and integration interactions and will own the most challenging and interesting cases. As a customer facing support expert, you will be solution focused, and service oriented to advocate for the customers when working or escalating high priority cases and issues. In this role, it is equally important to accurately communicate system behaviors and next steps internally and externally.
Manage the customer adoption lifecycle for a book of named accounts, including onboarding, value realization, expansion, and turning customers into graph advocates. Lead post-sales technical value-selling efforts, positioning solutions, delivering product demos, and facilitating new feature adoption, to expand customers’ usage of GraphOS. Own program and delivery management to drive timely and high impact customer outcomes with GraphOS.