Technical Product Support Specialist (AI Platform)

Technical Product Support Specialist (AI Platform)

Fully remote | 3-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

• 3-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
  • 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

Russell Tobin offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors. Equal Employment Opportunity

Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Fair Chance Employment

Russell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Only applicable for San Francisco Candidates:

Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.