Technical Support Specialist
Technical Support Specialist
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Job Description
Technical Support Specialist
Location: San Francisco Hybrid
Prolific
Prolific is not just another player in the AI space we are the architects of the human data infrastructure thats reshaping the landscape of AI a world where foundational AI technologies are increasingly commoditized its the quality and diversity of human-generated data that truly differentiates products and models.
The role
As a Technical Support Specialist you will be the primary point of contact for customers facing technical issues providing efficient personalized support. Your responsibilities will include assisting customers with technical queries resolving API-related issues troubleshooting and optimising workflows with a key focus on serving strategic and high-priority accounts.
Youll work closely with the wider Support Team Customer Success Human Data Engineering and Service Delivery teams to provide expert technical guidance resolve technical challenges and offer actionable solutions and guidance that empower customers to succeed.
This role is ideal for someone who is motivated by solving technical challenges enjoys working closely with customers and is dedicated to delivering solutions that make an immediate impact on customer success.
What youll bring to the role
- Proven experience in troubleshooting and resolving technical challenges and API-related issues ensuring minimal disruption to the customer experience.
- Previous experience in technical support or a similar role ideally within a SaaS AI or research-driven environment.
- Experience with observability automation and data tools (e.g. Datadog Metabase Deepnote Zapier and Postman) to proactively identify technical issues automate alerting and workflows and optimize manual processes.
- Ability to translate technical concepts into clear concise explanations for both technical and non-technical users.
- Familiarity with helpdesk and project management tools (Zendesk Dixa Jira) API documentation and common customer communication channels (Slack email and video calls).
- Experience working with engineering teams to escalate and resolve complex issues with an understanding of bug reporting and incident management.
- Strong organizational skills and the ability to manage multiple customer queries and priorities efficiently.
- A proactive and innovative mindset committed to enhancing customer success by offering creative solutions.
What youll be doing in the role
- Be a point of contact for our US customers for any technical queries such as the API integrations between their system(s) and Prolific
- Handle queries through our internal helpdesk (Dixa) Slack and email and be prepared to assist via calls video chats and other communication channels as needed.
- Work closely with the Customer Success team to support technical touchpoints throughout the customer journey.
- Create technical support documentation to help our customers set up and use our API
- Support customers with technical and/or operational processes and automations to optimize their workflows.
- Be the first port of escalation for any technical issues reported by the Support team researching diagnosing and troubleshooting these and escalating to the Engineering team where relevant.
- Collaborate with our Service Delivery team on any incidents minimizing the impact on our customers for any issues and coordinating any Support efforts.
- Work with our Service Delivery team on continuous improvement of incidents and bug handling processes (from a Support perspective) ensuring SLAs and customer expectations are met.
- Maintain strong relationships with internal departments such as Customer Success Engineering and Service Delivery and be a bridge between them and Support for all technical topics.
- Develop and maintain technical expertise in assigned areas of product functionality including our API as well as most common software used by our customers and utilise that expertise effectively to help improve the customer journey
Why Prolific is a great place to work
Weve built a unique platform that connects researchers and companies with a global pool of participants enabling the collection of high-quality ethically sourced human behavioral data and feedback. This data is the cornerstone of developing more accurate nuanced and aligned AI systems.
We believe that the next leap in AI capabilities wont come solely from scaling existing models but from integrating diverse human perspectives and behaviors into AI development. By providing this crucial human data infrastructure Prolific is positioning itself at the forefront of the next wave of AI innovation one that reflects the breath and the best of humanity.
Working for us will place you at the forefront of AI innovation providing access to our unique human data platform and opportunities for groundbreaking research. Join us to enjoy a competitive salary benefits and remote working within our impactful mission-driven culture.
Links to more information on Prolific
Website
Privacy Statement
By submitting your application you agree that Prolific may collect your personal data for recruiting and global organization planning. Prolifics Candidate Privacy Notice explains what personal information Prolific may process where Prolific may process your personal information its purposes for processing your personal information and the rights you can exercise over Prolific use of your personal information.
Required Experience:
Unclear Seniority
Employment Type
Full Time
