AI Product Technical Specialist

Job Title: Product Technical Specialist

Location: 100% Remote (India) | US Shift US Pacific Timezone, working hours may vary in the hours of 5am-5pm PT depending on current staffing demands

About The Role As a Product Technical Specialist, you will be the trusted technical expert for our customers, ensuring they have a seamless and reliable experience with our SaaS platform. This role is for a natural problem-solver who thrives on diving deep into complex technical issues. You will be the backbone of our support operations, diagnosing and resolving intricate problems related to our AWS-hosted environment, networking configurations, and integrated phone systems. You are energized by a fast-paced environment and are passionate about providing world-class support through phone, email, and chat, ready to tackle any challenge that comes your way, including participation in a rotating on-call schedule to provide critical support.

Role & Responsibilities

• Provide high-quality, real-time technical support to customers via phone, email, and chat, managing multiple issues simultaneously.
• Analyze, troubleshoot, and tune AI systems to ensure chatbot and voice bot interactions remain highly accurate and effective for credit union members.
• Explain complex AI functionalities, configurations, and system options directly to clients to ensure they maximize the value of our platform.
• Identify AI product bugs and anomalies, clearly articulating the underlying technical issues and their direct client impact to Product and Engineering teams.
• Act as an internal AI subject matter expert, creating documentation and passing along your specialized knowledge to upscale the rest of the support team.
• Lead technical troubleshooting sessions with customer IT teams, diagnosing and resolving complex issues related to networking (VPNs, firewalls, whitelisting), cloud infrastructure (AWS), and integrated phone systems.
• Utilize Zendesk to manage, prioritize, and document customer support tickets from initial contact through to resolution.
• Analyze application, server, and AI logs to identify performance bottlenecks and root causes of failures.
• Participate in a rotating on-call schedule to provide after-hours and weekend support for critical, service-impacting incidents.
• Develop and maintain internal and customer-facing support documentation, including knowledge base articles and troubleshooting guides.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 4+ years of experience in a technical support role for an Enterprise SaaS product.
• Proven experience working with or supporting AI/Automation technologies (e.g., Natural Language Processing, Chatbots, Voice bots, or AI-driven analytics).

Technical Proficiency

• Deep understanding of how AI systems work, including intent tuning, conversational flows, and AI training methodologies.
• Experience analyzing and troubleshooting AI-driven chatbots, voice bots, and data analytics tools.
• Strong hands-on experience with Zendesk for ticketing and customer support.
• Deep understanding of networking concepts, including TCP/IP, DNS, VPNs, firewalls, and protocols like SFTP and HTTPS.
• Proven experience working with cloud environments, specifically Amazon Web Services (AWS) (e.g., Lex, Connect, EC2, S3, VPC).
• Familiarity with troubleshooting VoIP/telephony systems and understanding common communication routing issues.

Core Skills

• Exceptional critical thinking and problem-solving abilities with a passion for tackling complex AI and technical challenges.
• Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences.
• Demonstrated ability to work independently, manage high-priority tasks, and perform effectively under pressure.
• Experience with log analysis tools (e.g., Kibana, CloudWatch) and network traffic analysis tools (e.g., Fiddler, Wireshark).
• Ability to remain organized and detail-oriented while managing a high volume of support interactions.
• Must be willing and able to participate in a rotating on-call schedule.

Why join us?

• Be part of a dynamic, high-growth tech company with an exciting future.
• Work in a collaborative and supportive environment that values innovation and employee experience.
• Competitive compensation and benefits, includ…