Product Support Specialist

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.

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

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

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

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.