Live opening · Posted 8 hours ago
The key details from the original listing.
Description supplied by the original job listing.
About the role and team
Global Fix Experience (GFX) is an AI-first organization operating at the intersection of Customer Experience, Product, and Engineering. We use AI to detect, qualify, correlate, and prioritize technical signals coming from customer support interactions at scale, allowing our specialists to focus human expertise where judgment and deeper investigation create the most value.
Our Tech Investigation team turns AI-triaged customer and support signals into clear, actionable Product and Engineering insights. The team combines customer-impact understanding, product knowledge, analytical thinking, and AI-assisted investigation to determine whether signals represent product defects, expected behavior, product gaps, or support issues.
Technical Component Specialists (TCS) do not own daily investigation volume. Their unit of work is the component across its lifecycle: architecture, expected behavior, dependencies, releases, failure modes, supportability, recurring findings and Product/Engineering improvement. Reactive work (PagerDuty rotation, critical-escalation support, QA reviews) is kept to about 15% of time so the role stays focused on proactive component ownership.
Success requires strong judgment, curiosity, ownership, and comfort with ambiguity. You will work closely with Product and Engineering, challenge and improve AI-generated analysis, and use every investigation and insight not only to address the issue at hand, but to improve how GFX detects, prevents, and understands future customer problems.
As a TCS, you will own the health of assigned product components end to end. Maintain deep and persistent technical expertise so that the whole GFX support chain (including automation and AI) is ready as those components evolve: make every launch support-ready, prevent avoidable tickets, turn production signals into product improvements, help GFX AI and investigators resolve more with quality, and be the recognized technical owner and partner for the component.
What you’ll do
Launch & change readiness: Get every launch or change on your component that affects agents support-ready before go-live
Preventability: Close the knowledge and access-rights gaps behind preventable tickets, and spot recurring or cross-investigation patterns early, before they drive inflow.
Insights & product quality: Turn production signals (defects, recurring patterns, usability issues, Product gaps and customer impact) into evidence-backed insights that CX, Product, ENG or GSS QA take on as actions.
Automation: Work with GFX AI to raise AI resolution and investigator efficiency on your component
Escalation quality: Send ENG only valid, well-evidenced bugs. Support Technical Investigators when signals need deeper component context, and follow P0/P1 T3s through to closure.
Technical ownership & partnership: Be the recognized technical POC for the component with CX, Product, ENG, the GFX Product Lead, Crisis Manager and Ops Commander, including during critical outages.
Component expertise: Maintain deep, current knowledge of component architecture, expected behavior, dependencies, ownership, releases and failure modes. Conduct technical reviews and deep-dive scrubs.
Skills
Customer Support
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