We’re Hiring
Technical Support Specialist
About The Position
Join Our Mission at Sensi.AI
At Sensi.AI, we are dedicated to creating a world where every older adult receives the care they truly deserve. Guided by compassion and driven by innovation, we aim to redefine the future of caregiving. If you’re passionate about making a meaningful impact, join us in advancing Sensi.AI’s virtual assessment tool. This cutting-edge technology monitors seniors' health in their homes 24/7, delivering emergency alerts, actionable insights, and predictive analysis to enable proactive and effective care.
Here, you’ll discover exciting opportunities for professional growth, make a direct and meaningful impact on our products and company, and contribute to a mission that truly matters.
About The Role
As a Technical Support Specialist at Sensi, you will be a key member of our customer-centric Support team. You will be responsible for providing world-class technical support to our clients, assisting them in resolving software and hardware-related issues, and ensuring their satisfaction. This role requires a deep understanding of our products, excellent communication skills, and a passion for delivering top-notch customer service.
This role is based in Austin, TX, with a hybrid work setup, combining in-office collaboration with remote flexibility.
Key Responsibilities
- Deliver high B2B technical support to enterprise clients via phone, email, and chat, ensuring high customer satisfaction and timely resolution.
- Own complex escalations end-to-end, troubleshooting software, hardware, network, IoT device, and application performance issues.
- Diagnose network and connectivity issues using command-line tools, logs, and monitoring dashboards (e.g., SSH, DHCP).
- Manage client requests from initiation through resolution, minimizing downtime and ensuring a seamless support experience.
- Serve as a Sensi product expert, educating clients through ad hoc training to drive adoption and confidence.
- Collaborate with Product, Engineering, QA, Customer Success, and Implementation teams to resolve issues quickly and accurately.
- Identify recurring issues and trends, proactively recommending product or process improvements to enhance the client experience.
- Deliver exceptional customer service and technical support via phone and email, ensuring high customer satisfaction and prompt issue resolution.
- Document all support interactions, troubleshooting steps, and resolutions clearly in the ticketing system.
Requirements
- 3+ years of experience providing technical support in a SaaS environment, supporting B2B customers and troubleshooting complex software-related issues; experience with IoT or connected devices is a strong plus
- Strong technical proficiency with the ability to diagnose and resolve system, application, and connectivity issues, including solid understanding of networking fundamentals (e.g., DHCP, basic TCP/IP, SSH)
- Excellent customer-facing communication skills in English, with the ability to explain technical concepts clearly and confidently to both technical and non-technical users
- Demonstrated experience documenting technical issues and resolutions, producing clear, structured resources such as troubleshooting guides, FAQs, and internal knowledge base articles
- Customer-first, solution-oriented mindset with proven ability to manage escalations professionally, maintain empathy under pressure, and drive issues to resolution.
- Comfortable working in a fast-paced, changing environment, balancing independent ownership of tickets with close collaboration across Product, Engineering, and Customer Success teams.
Great to Have:
- 1+ years working within a growing, fast-paced startup environment
- Experience working within Hubspot and/or Jira
- Telecommunications Experience (AT&T/Verizon)
- Experience working with routers and wifi devices
Sensi celebrates diversity and uphold equal opportunity in our hiring practices. Our approach fosters an inclusive environment that sparks innovation and reflects the vibrant communities we serve. All persons shall have the opportunity to be considered for employment without regard to any characteristic protected by applicable federal, state, or local laws and ordinances.
