Senior Customer Support Specialist

present of AI; Waltham (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

Allego is seeking a Senior Customer & Solutions specialist in Waltham, MA to be the front line for technical support of our revenue enablement platform. You will handle inquiries via email, phone and screen share, deciding when issues can be resolved by Support or require DevOps intervention.

You’ll guide teammates and document better ways of working to reduce repeat questions. The role emphasizes calm communication, clear explanations of technical findings, and coaching others through

Qualifications

• Several years in SaaS support.
• Stays calm with upset customers.
• Writes clearly and precisely.
• Comfortable guiding teammates and documenting better ways of working.

Responsibilities

• Front line technical support for a software platform.
• Answer customer questions by email, phone and screen share.
• Decide whether Support can fix issues or DevOps needs to step in.
• Coach teammates and contribute to better processes.

Skills

SaaS support

Calm under pressure

Clear writing

Team coaching

De-escalation

Job description

Customer & Solutions · Waltham, MA · Senior level

This role is front line technical support for a software platform, handling customer questions by email, phone and screen share. It also means taking the first look at tricky or sensitive problems and deciding whether Support can fix them or DevOps needs to step in. A strong candidate has several years in SaaS support, stays calm with upset customers, writes clearly, and is comfortable guiding teammates and writing down better ways of working.

How it fits the AI era

AI tools can help with drafting replies, searching past tickets and spotting patterns in common issues, which speeds up routine work. The parts that stay human are judging which problems are truly risky, calming a frustrated customer, explaining technical findings in plain terms, and helping a team through change. Someone senior here is likely to spend more time on the hard cases and on coaching than on simple repeat questions.

How it builds AI experience

Allego sells a platform that includes AI role-play coaching and conversation intelligence, so supporting it means learning how customers use AI features and where they get confused. Someone in this role can build experience by learning how those features behave, noticing common customer questions about them, and writing clear internal guides. Trying AI assistants to summarize tickets or draft help articles, then checking their accuracy, is a practical way to add to that.

Worth showing

• Complex escalation handling
• Clear technical writing
• De-escalation with customers

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Allego

Allego provides a revenue enablement platform unifying sales training, AI role-play coaching, content management, and conversation intelligence, per the company.