Yoodli, Inc.
Senior Technical Support Specialist (Seattle - Hybrid) Seattle
Yoodli, Inc., Seattle, Washington, us, 98127
Senior Technical Support Specialist (Seattle - Hybrid)
Location: Seattle
Who We Are Reports to: Esha Joshi, Cofounder and Chief Customer Officer
Yoodli is the AI roleplay simulator redefining how individuals and teams master communication. We’re building a new category: AI Roleplays, an experiential learning platform that helps people improve through lifelike simulations powered by generative AI.
Think of it as the batting cage before the big game - but for communication. Whether it’s a sales pitch, manager feedback session, or media interview, Yoodli provides private, judgment‑free, just‑in‑time coaching. Leaders at companies like Google, Databricks, Snowflake, RingCentral, Toastmasters, and BDO use Yoodli to ramp reps faster, improve message delivery, and reduce coaching burden on frontline managers. The result is stronger performance, greater team readiness, and a more scalable path to impact.
We’ve raised over $20M, are doubling our team in 2025, and are headquartered at the beautiful Pier 70 in Seattle.
The Role: Senior Technical Support Specialist We’re hiring a Senior Technical Support Specialist to be both a frontline problem‑solver and a strategic builder of Yoodli’s AI‑first support experience.
You’ll handle customer tickets directly, especially the trickiest, most technical issues, while also spotting patterns, building playbooks, and working with RevOps and Engineering to make sure we never have to solve the same problem twice. You’ll help define what “AI‑first support” means at Yoodli, ensuring our customers get fast, reliable answers while our team scales efficiently.
This role is perfect for someone who enjoys rolling up their sleeves in the queue but also wants to shape the bigger system - mentoring teammates, improving processes, and embedding AI into the way support works.
What You’ll Do
Frontline Support & Complex Customer Escalations Provide hands‑on customer support, including troubleshooting integrations, errors, and unexpected behaviors
Act as the senior escalation point when frontline teammates hit blockers
Investigate customer‑reported problems by reviewing logs, configurations, and product behavior
Provide clear explanations, fixes, or workarounds, and elevate to Engineering when necessary
Communicate clearly and empathetically with customers, even on complex technical issues
Build Scalable Systems Translate recurring customer problems into playbooks, automation, or product improvements
Partner with RevOps to integrate tools, workflows, and AI‑driven support capabilities into the broader GTM stack
Document technical solutions and maintain a knowledge base that empowers teammates and customers
Drive AI‑First Support Identify patterns in tickets and proactively design ways to automate them (e.g., AI‑driven answers, smarter routing)
Collaborate with leadership to define what “AI‑first support” means at Yoodli and bring it to life
Ensure customers get fast, accurate, and consistent answers
Cross‑Functional Collaboration Work closely with frontline Support and product specialists to upskill them with playbooks and repeatable processes
Partner with Engineering on P1 escalations, ensuring they’re prioritized and framed correctly
Act as a bridge between customer insights, product signals, and operational systems
We’re looking for someone with:
4–7 years of experience in technical support, support engineering, or solutions consulting
Can dig into logs, configs, APIs, and integrations (but don’t need to be a production engineer!)
Balance technical depth with customer empathy – you explain complex issues simply and clearly
Naturally mentor peers, improve processes, and raise the bar for the team around you
Think like a systems builder: solving problems once and making them disappear for everyone
Thrive in a startup environment where you own problems end‑to‑end
Bonus Points
Experience with AI‑powered support tools (e.g., Intercom bots, AI ticket routing, GPT knowledge bases)
Familiarity with SaaS RevOps / GTM stacks (HubSpot, Gong, etc.)
Track record of reducing escalations, shortening resolution times, or scaling support through automation
Exposure to enterprise SaaS support environments with strategic accounts
Why Yoodli
Competitive compensation ($80,000–$120,000) + meaningful equity
High‑impact, mission‑driven work with direct customer feedback loops
Work with a humble, driven, deeply collaborative team
Hybrid schedule: 3 days in‑office at our Seattle HQ (lunch included) + 2 days remote
A product you’ll use and believe in – every single week
How to Apply Does this role sound like a good fit? Email us at gtm-hiring@yoodli.ai. Please include the role’s title in the subject line and attach or link to your resume.
#J-18808-Ljbffr
Who We Are Reports to: Esha Joshi, Cofounder and Chief Customer Officer
Yoodli is the AI roleplay simulator redefining how individuals and teams master communication. We’re building a new category: AI Roleplays, an experiential learning platform that helps people improve through lifelike simulations powered by generative AI.
Think of it as the batting cage before the big game - but for communication. Whether it’s a sales pitch, manager feedback session, or media interview, Yoodli provides private, judgment‑free, just‑in‑time coaching. Leaders at companies like Google, Databricks, Snowflake, RingCentral, Toastmasters, and BDO use Yoodli to ramp reps faster, improve message delivery, and reduce coaching burden on frontline managers. The result is stronger performance, greater team readiness, and a more scalable path to impact.
We’ve raised over $20M, are doubling our team in 2025, and are headquartered at the beautiful Pier 70 in Seattle.
The Role: Senior Technical Support Specialist We’re hiring a Senior Technical Support Specialist to be both a frontline problem‑solver and a strategic builder of Yoodli’s AI‑first support experience.
You’ll handle customer tickets directly, especially the trickiest, most technical issues, while also spotting patterns, building playbooks, and working with RevOps and Engineering to make sure we never have to solve the same problem twice. You’ll help define what “AI‑first support” means at Yoodli, ensuring our customers get fast, reliable answers while our team scales efficiently.
This role is perfect for someone who enjoys rolling up their sleeves in the queue but also wants to shape the bigger system - mentoring teammates, improving processes, and embedding AI into the way support works.
What You’ll Do
Frontline Support & Complex Customer Escalations Provide hands‑on customer support, including troubleshooting integrations, errors, and unexpected behaviors
Act as the senior escalation point when frontline teammates hit blockers
Investigate customer‑reported problems by reviewing logs, configurations, and product behavior
Provide clear explanations, fixes, or workarounds, and elevate to Engineering when necessary
Communicate clearly and empathetically with customers, even on complex technical issues
Build Scalable Systems Translate recurring customer problems into playbooks, automation, or product improvements
Partner with RevOps to integrate tools, workflows, and AI‑driven support capabilities into the broader GTM stack
Document technical solutions and maintain a knowledge base that empowers teammates and customers
Drive AI‑First Support Identify patterns in tickets and proactively design ways to automate them (e.g., AI‑driven answers, smarter routing)
Collaborate with leadership to define what “AI‑first support” means at Yoodli and bring it to life
Ensure customers get fast, accurate, and consistent answers
Cross‑Functional Collaboration Work closely with frontline Support and product specialists to upskill them with playbooks and repeatable processes
Partner with Engineering on P1 escalations, ensuring they’re prioritized and framed correctly
Act as a bridge between customer insights, product signals, and operational systems
We’re looking for someone with:
4–7 years of experience in technical support, support engineering, or solutions consulting
Can dig into logs, configs, APIs, and integrations (but don’t need to be a production engineer!)
Balance technical depth with customer empathy – you explain complex issues simply and clearly
Naturally mentor peers, improve processes, and raise the bar for the team around you
Think like a systems builder: solving problems once and making them disappear for everyone
Thrive in a startup environment where you own problems end‑to‑end
Bonus Points
Experience with AI‑powered support tools (e.g., Intercom bots, AI ticket routing, GPT knowledge bases)
Familiarity with SaaS RevOps / GTM stacks (HubSpot, Gong, etc.)
Track record of reducing escalations, shortening resolution times, or scaling support through automation
Exposure to enterprise SaaS support environments with strategic accounts
Why Yoodli
Competitive compensation ($80,000–$120,000) + meaningful equity
High‑impact, mission‑driven work with direct customer feedback loops
Work with a humble, driven, deeply collaborative team
Hybrid schedule: 3 days in‑office at our Seattle HQ (lunch included) + 2 days remote
A product you’ll use and believe in – every single week
How to Apply Does this role sound like a good fit? Email us at gtm-hiring@yoodli.ai. Please include the role’s title in the subject line and attach or link to your resume.
#J-18808-Ljbffr