Technical Customer Specialist

BigBear.ai; Columbia (MD); Remote; USD 70,000 - 100,000; Full time

Job summary

BigBear.ai is seeking a Technical Customer Success Specialist to be the primary contact for customer inquiries, troubleshooting, and technical guidance on the Ask Sage platform. The role blends help desk support with deep AI knowledge to guide users through generative AI use cases and platform configurations.

You will diagnose issues, communicate clearly, and escalate as needed while building strong customer relationships and contributing to documentation and training materials.

Qualifications

• 3+ years in a technical support, help desk, technical customer success, or technical account management role.
• Ability to obtain a Security Clearance.
• Strong understanding of generative AI technologies and practical applications.
• Exceptional customer service skills and empathy.
• Excellent written and verbal communication and interpersonal skills.
• Strong problem-solving skills and ability to manage multiple cases.
• Proficiency with support ticketing systems and help desk tools.
• Ability to work independently and remotely.

Responsibilities

• Serve as the first point of contact for inbound customer inquiries via ticketing system and email.
• Assist customers with day-to-day issues including password resets, account access, security setup, verification emails, and locating resources.
• Diagnose and resolve technical issues and escalate to engineering or product teams when needed, keeping customers informed.
• Follow up with customers to ensure issues are fully resolved and satisfaction is achieved.
• Build and maintain strong relationships, acting as a trusted advisor to understand goals and use cases.
• Provide tailored guidance on maximizing value of the platform and track engagement metrics.
• Document all interactions and contribute to knowledge base and training materials.
• Collaborate with Technical and Sales teams to relay user feedback for enhancements.
• Participate in ongoing training to enhance technical support and AI knowledge.

Education

Bachelor's degree in computer science, information technology, or a related field

Job description

All applicants must reside in the United States at the time of application.

Residency

All applicants must reside in the United States at the time of application.

Overview

AskSage(BigBear.AI company) is seeking a Technical Customer Success Specialist serves as the primary point of contact for all customer inquiries, troubleshooting, and technical guidance related to the Ask Sage platform. This is a help desk-centered role that blends top-notch customer service with strong technical acumen. The ideal candidate is friendly, patient, and accommodating - someone who genuinely enjoys helping people - while also possessing the technical depth to guide customers through generative AI use cases, platform configurations, and issue resolution. You will be responsible for ensuring every customer interaction is positive, productive, and solution-oriented. Whether a customer needs help resetting a password or understanding how to leverage AI-driven workflows for their mission, you will be their trusted guide.

What you will do

Help Desk Support & Troubleshooting

• Serve as the first point of contact for all inbound customer inquiries via ticketing system and email, responding in a timely, professional, and friendly manner.
• Assist customers with day-to-day issues including lost passwords, account access, security setup, verification emails, locating resources, and other platform-related concerns.
• Diagnose and resolve technical issues efficiently, escalating complex problems to engineering or product teams when necessary while keeping the customer informed throughout the process.
• Follow up with customers to ensure issues are fully resolved and satisfaction is achieved.

Customer Success & Relationship Management

• Build and maintain strong, positive relationships with customers, acting as a trusted advisor and advocate for their needs.
• Proactively engage with customers to understand their unique goals and technical use cases, providing tailored guidance on how to maximize the value of the Ask Sage platform.
• Track and report on customer engagement, usage metrics, support case trends, and success stories, providing regular updates to both internal and external stakeholders.
• Maintain a warm, approachable, and professional demeanor in every customer interaction - ensuring users feel heard, valued, and supported.

Technical Guidance & Generative AI Expertise

• Develop and maintain a deep working knowledge of the Ask Sage platform, including its generative AI capabilities, features, and applications across government and commercial sectors.
• Educate and guide customers on best practices for utilizing generative AI tools, including prompt engineering, use case development, and workflow optimization.
• Conduct technical training sessions, walkthroughs, and workshops to help clients adopt and get the most out of our AI-driven solutions.
• Stay current with platform updates, new features, and emerging trends in generative AI to provide accurate, up-to-date support and recommendations.

Documentation & Knowledge Management

• Document all customer interactions and support cases thoroughly and accurately for reporting and trend analysis.
• Contribute to the creation and maintenance of support documentation, including FAQs, knowledge base articles, how-to guides, and training materials.
• Generate and analyze support reports to identify recurring issues, common questions, and opportunities for process improvement.

Collaboration & Continuous Improvement

• Work closely with both the Technical and Sales Teams to address customer needs, resolve complex issues, and relay user feedback for platform enhancements.
• Identify opportunities to improve the customer support experience, contributing ideas for new resources, streamlined processes, and proactive outreach strategies.
• Participate in ongoing training and professional development to continuously enhance technical support skills and generative AI knowledge.

What you need to have

• 3+ years of experience in a technical support, help desk, technical customer success, or technical account management role, preferably within a SaaS or technology company.
• Ability to obtain a Security Clearance
• Strong understanding of generative AI technologies and their practical applications, with the ability to communicate complex technical concepts to non-technical users in a clear and approachable manner.
• Exceptional customer service skills - you are naturally friendly, patient, empathetic, and accommodating, with a genuine desire to help people succeed.
• Excellent written and verbal communication and interpersonal skills, with the ability to build rapport and trust with diverse customers and internal teams.
• Strong problem-solving skills, attention to detail, and the ability to manage multiple support cases simultaneously.
• Proficiency in using support ticketing systems and other help desk tools.
• Ability to work independently and collaboratively in a remote work environment.

What we'd like you to have

• Knowledge of project management methodologies and tools.
• Experience with SaaS platforms and cloud-based technologies.
• Experience working within the U.S. government (as a service member or civilian) or as a government contractor.
• Bachelor's degree in computer science, information technology, or a related field is preferred but not required - relevant experience and demonstrated skills are essential.

Pay transparency

Please note the targeted compensation range is provided as an estimate, and any actual compensation offer may vary depending on the needs of the company, or an applicant's skillset, competencies, experience, education, certifications, location, or other factors. The estimated range does not include the value of any benefits offered.

About BigBear.ai

BigBear.ai is a leading provider of AI-powered decision intelligence solutions for national security, supply chain management, and digital identity. Customers and partners rely on Bigbear.ai's predictive analytics capabilities in highly complex, distributed, mission-based operating environments. Headquartered in McLean, Virginia, BigBear.ai is a public company traded on the NYSE under the symbol BBAI. For more information, visit https://bigbear.ai/ and follow BigBear.ai on LinkedIn: @BigBear.ai and X: @BigBearai.

BigBear.ai is an Equal opportunity employer all protected groups, including protected veterans and individuals with disabilities.