AI Product Technical Specialist

Overview

Provide advanced technical support for an AI-enabled SaaS platform, troubleshooting customer issues across AI systems, AWS, networking, and integrated phone systems.

What you'll do

• Provide real-time support through phone, email, and chat.
• Troubleshoot and tune chatbot and voice bot interactions.
• Explain AI configurations and system options to clients.
• Report AI product bugs and customer impact to Product and Engineering.
• Lead troubleshooting sessions with customer IT teams.
• Analyze application, server, and AI logs to identify root causes.
• Manage support tickets and participate in rotating on-call coverage.

What you'll need

• 4+ years of technical support experience for an enterprise SaaS product.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Experience supporting AI or automation technologies.
• Hands-on Zendesk experience.
• Knowledge of networking, AWS, and VoIP or telephony systems.
• Experience with log and network traffic analysis tools.
• Strong communication, problem-solving, and prioritization skills.

Details

• 100% remote within India.
• US Pacific Time working hours, varying between 5am and 5pm PT.
• Rotating after-hours and weekend on-call schedule required.