Business Critical Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Business Critical Support Specialist based in United States.

This role is part of a newly established premium support function designed to provide high-touch, priority service to high-value SaaS customers.
You will act as a senior technical escalation resource, managing critical incidents, complex workflows, and urgent service disruptions with speed and precision.
The position combines advanced troubleshooting with crisis management, customer communication, and close collaboration with Engineering, DevOps, and Product teams.
You will work directly with VIP and enterprise-level stakeholders, including C-suite contacts, ensuring strict adherence to elevated Service Level Agreements (SLAs).
Beyond resolving individual incidents, you will help build and refine the operational playbook, workflows, and standard operating procedures for the premium support organization.
The role is well suited to a highly technical, execution-focused professional who remains composed under pressure and takes ownership of complex customer problems.
You will have a direct impact on customer retention, service reliability, and the development of a scalable business-critical support model.