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Technical Support Representative

Austin TX · Full-time

About The Position

About Sensi:

Sensi is on a mission to change the way we, as a society, take care of every older adult who needs it. We are leveraging the power of AI and data to ensure safety, dignity, and satisfaction in every caregiver-care recipient interaction.

Why Sensi:

If you want to work with a purpose - Sensi is the place for you! Join us in creating an ideal care environment for older adults and making Sensi a new industry standard for the long-term care industry. Sensi offers unique professional growth opportunities and the ability to impact the future of our company.

About the role:

As a Support Representative 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.

  • Responsibilities:
  • Be a subject matter expert in Sensi’s product and services.
  • Provide excellent customer service and technical support by phone and email.
  • Work closely with the customer success department on support related issues.
  • Troubleshoot calls/requests simultaneously for various system types.
  • Must be well organized handling a variety of client requests from beginning to end.
  • Work closely with our operations, product, and engineering teams to resolve client requests promptly and accurately.
  • Provide adhoc training on Sensi products and devices as needed. 
  • Make sure that clients know how to operate and navigate within the Sensi platform.
  • Assist in pre-release testing of changes to production systems.
  • Create and update knowledge base articles and user guides.
  • Manage cross collaborative support related projects. 
  • Stay up-to-date with product updates and changes to effectively assist customers.


  • 1-2 Years experience working in a SaaS support environment.
  • Exceptional verbal and written communication skills.
  • Strong customer service orientation aiming to delight our customers. 
  • Team player with the ability to work independently.
  • Tech savvy (can understand how to troubleshoot and explain Sensi’s products). 
  • Quick learner and adaptable to evolving software and technologies.
  • Familiarity with ticketing systems and customer support software is a plus.
  • Strong documentation skills. 
  • Experience in Help Desk and Customer Service is a plus
  • Prior experience working in a growing, fast-paced organization with a dynamic environment.
  • English Native\proficient

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