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Technical Support Specialist

Prolific

San Francisco, California, United StatesOn Site

Original Job Summary

About Prolific

Prolific is an innovative company in the AI space, serving as the architect of human data infrastructure that reshapes AI development with quality, diverse human-generated data.

The Role: Technical Support Specialist

As a Technical Support Specialist, you will be the primary point of contact for customers facing technical issues. You will assist with API-related queries, troubleshooting, and optimizing workflows for strategic and high-priority accounts.

Key Responsibilities

  • Handle technical queries through helpdesk tools such as Dixa, Slack, and email.
  • Troubleshoot and resolve API integration issues and technical challenges.
  • Create technical support documentation for customer API setup and use.
  • Collaborate with Customer Success, Engineering, and Service Delivery teams to escalate and resolve issues.
  • Support continuous improvement initiatives for incident and bug handling processes.

What You’ll Bring

  • Proven experience in troubleshooting and resolving technical challenges within a SaaS, AI, or research-driven environment.
  • Familiarity with observability, automation, and data tools such as Datadog, Metabase, Deepnote, Zapier, and Postman.
  • Understanding of helpdesk and project management tools including Zendesk, Dixa, and Jira.
  • Ability to articulate technical concepts clearly to both technical and non-technical users.
  • Strong organizational skills and a proactive mindset for technical problem solving.

What You’ll Be Doing

  • Serve as a technical point of contact for US-based customers.
  • Manage technical queries via multiple communication channels including calls and video chats.
  • Create and maintain documentation to guide customers with API integrations.
  • Act as the initial escalation point for technical issues, diagnosing and troubleshooting problems.
  • Collaborate with internal teams to ensure SLAs and customer expectations are met.

Why Prolific is a Great Place to Work

Join Prolific and work at the forefront of AI innovation, leveraging a unique human data platform that informs more accurate, nuanced AI systems. Enjoy competitive salary and benefits while working in a hybrid environment that blends on-site and remote collaboration.

Key skills/competency

  • Technical Support Specialist
  • troubleshooting
  • API
  • customer support
  • SaaS
  • observability
  • automation
  • documentation
  • helpdesk
  • collaboration

How to Get Hired at Prolific

🎯 Tips for Getting Hired

  • Customize your resume: Highlight technical support and API experience.
  • Emphasize troubleshooting skills: Include specific examples in your resume.
  • Research Prolific's culture: Review mission, values, and recent news.
  • Prepare for technical questions: Practice API and automation problem-solving.
  • Review customer success insights: Understand support and helpdesk tools.

📝 Interview Preparation Advice

Technical Preparation

Review API documentation thoroughly.
Practice technical troubleshooting scenarios.
Familiarize with tools like Datadog and Zapier.
Test helpdesk software like Zendesk and Dixa.

Behavioral Questions

Describe a conflict resolution example.
Share a teamwork success experience.
Explain how you prioritize multiple tasks.
Discuss a time you handled customer challenges.