Product Support Specialist: Remote

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