Job Description
The Opportunity
The Senior Technical Support Specialist is a highly skilled, technically focused position that operates at the intersection of support, engineering, and automation. This role serves as a senior escalation point for complex platform issues, a driver of operational efficiency, and a mentor and technical reference for L2 support teams. Unlike traditional support roles, this position actively contributes to automation, tooling, AI‑assisted troubleshooting, and process optimization, helping XR scale support quality while reducing manual effort. The role requires strong technical depth, excellent communication skills, and the ability to operate independently in high‑impact situations.
Responsibilities
Advanced Technical Support & Escalation- Act as a senior escalation point for complex L2/L3 platform, workflow, and integration issues.
- Troubleshoot issues across distributed systems, APIs, cloud infrastructure, and intern...