Technical Support Specialist

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 exceptional customer service and technical support via phone and email, ensuring high customer satisfaction and prompt issue resolution.
• Troubleshoot diverse system issues in real time, minimizing client downtime and enhancing overall system reliability.
• Manage client requests from initiation through resolution, providing a seamless and efficient support experience.
• Collaborate with customer success, implementation, operations, product, and engineering teams to resolve client issues quickly and accurately.
• Be the Sensi expert and educate clients on Sensi products and devices, increasing user adoption and confidence through ad hoc product training.
• Maintain up-to-date knowledge of product updates and changes to deliver accurate and effective assistance to customers.
• Conduct pre-release testing of system changes to ensure new features and updates function smoothly for end users.

• 2+ years of experience in a SaaS technical support environment, with hands-on troubleshooting of software products
• Communicate clearly and professionally, with strong attention to tone, detail, and customer empathy
• Document technical solutions accurately, creating resources that are easy for both internal teams and customers to follow technical solutions accurately, creating resources that are easy for both internal teams and customers to follow
• Customer-first mindset, focused on delivering a positive and solution-oriented support experience
• Collaborative team player who can also work independently and manage time effectively
• Technically fluent, with the ability to understand and explain how products work
• Fast learner, adaptable to new tools, features, and evolving technologies
• Proficient in ticketing systems and support platforms (e.g., Hubspot, Zendesk, Freshdesk, Intercom)
• Operate comfortably in a fast-paced, dynamic environment with frequent changes and shifting priorities
• Fluent or native-level English proficiency



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.