Technical Product Support Specialist (AI Platform)
Fully Remote | 4-Month W2 Contract (Potential Extensions)
Pay: $70-$75/hour DOE
About the Opportunity
Russell Tobin is partnering with an innovative AI technology company to hire a Technical Product Support Specialist. In this role, you''ll be on the front lines of helping users successfully adopt and utilize cutting-edge AI products. You''ll serve as a trusted resource for customers, investigate product issues, collaborate with engineering teams, and contribute to delivering an exceptional user experience.
This is an excellent opportunity for candidates who thrive in fast-paced environments, enjoy solving complex problems, and are excited about the future of artificial intelligence.
Contract Details
- 4-month W2 contract
- Strong potential for extension based on performance and business needs
- Fully remote
- During onboarding and ramp-up, availability should align with approximately 9:00 AM–6:00 PM PST, Monday-Friday
- After training, schedule will transition to either:
- Tuesday-Saturday, or
- Sunday-Thursday
- Ongoing schedule will generally follow your local time zone
What You''ll Do
- Become a subject matter expert on a suite of AI products and services
- Manage and resolve a high volume of customer support cases
- Investigate, troubleshoot, and document product issues
- Communicate clearly and empathetically with users across a wide range of technical backgrounds
- Partner with engineering, product, and cross-functional teams to identify root causes and drive resolutions
- Escalate complex issues when appropriate while maintaining ownership of the customer experience
- Identify trends in customer feedback and recommend process improvements
- Help improve support workflows, operational efficiency, and overall customer satisfaction
- Contribute to knowledge-sharing and support documentation initiatives
What We''re Looking For
- 2+ years of experience in product support, technical support, SaaS support, or customer support in a high-volume environment
- Experience handling escalated or Tier 2 support cases preferred
- Strong troubleshooting and investigative skills
- Exceptional written communication and customer service abilities
- Demonstrated ability to manage competing priorities in a fast-paced environment
- Strong attention to detail and commitment to delivering high-quality customer experiences
- Ability to explain technical concepts in a clear and approachable manner
- Proven track record of collaborating effectively across teams
- Curiosity, persistence, and a passion for solving problems
- Comfortable working with technical products and learning new technologies quickly
- Interest in artificial intelligence, emerging technologies, and software products
Preferred Qualifications
- Experience supporting SaaS, developer tools, AI, or technology products
- Familiarity with support platforms such as Zendesk, Intercom, Salesforce, or similar tools
- Experience identifying product trends and contributing to process improvements
Assessment Process
As part of the interview process, candidates will complete a take-home assessment designed to evaluate customer service, problem-solving, and written communication skills. While AI may be part of the day-to-day responsibilities of this role, candidates must complete the assessment independently and should not use AI tools or assistants in any capacity during the exercise.
Why Apply?
- Competitive hourly compensation
- Fully remote work environment
- Opportunity to support industry-leading AI technology
- Exposure to cutting-edge products and cross-functional teams
- Potential for contract extensions based on performance
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