Technical Support Specialist

About Slang AI

Slang AI is revolutionizing customer engagement through conversational AI, ensuring every interaction is seamless and efficient. Our core mission is to transform the restaurant industry by delivering the ultimate voice AI solution, guaranteeing consistently outstanding customer experiences.

At Slang AI, we believe the *how* of our building is as crucial as the *what*. We foster a culture founded on hospitality, ownership, and clarity, where every “Slangsta” feels valued, supported, and connected to the broader impact of our work in the AI-powered future of restaurants.

Your Experience as a Technical Support Specialist

As a Technical Support Specialist at Slang AI, you will be pivotal in providing a high-quality, reliable support experience for our customers. You will act as the frontline technical expert, taking ownership of Tier 1 and Tier 2 support, ensuring rapid, thoughtful, and effective resolution of customer issues across phone, email, and ticket-based channels.

This role integrates technical troubleshooting, customer communication, and operational improvements. You will collaborate closely with Customer Success, Implementation, Product, and Engineering teams to resolve issues, identify trends, and continuously enhance support scalability as Slang AI grows. This is a remote position, which may occasionally require participation in company offsites.

Why You Belong and How You Will Grow

Trust is fundamental to every relationship at Slang AI, starting with internal “Slangstas” and extending to every customer interaction. We highly value individuals who approach their work with pride, humility, curiosity, and a strong sense of ownership.

Our Customer Team upholds high service standards, fosters collaboration, and views support not merely as reactive but as a strategic function. “Learner Fervor” is a core attribute; you will be encouraged to deeply understand our product, customers, and systems, while also contributing ideas to improve our support at scale.

You will develop not only as a technical professional but also as a problem solver and systems thinker. Through regular team training, 1:1 coaching, cross-functional collaboration, and exposure to product feedback loops, we actively support your journey toward significant impact and continuous development.

What Success Looks Like in this Role

• Customer Support & First Response Ownership: Serve as the primary owner of Tier 1 support, delivering fast, empathetic, and accurate first responses across various channels. Meet or exceed established SLAs and response time targets while setting clear customer expectations and driving issues toward timely resolution.
• Tier 2 Technical Troubleshooting & Escalation Ownership: Manage more complex, product-specific issues, including integrations, system behavior, and data flow. Determine appropriate escalation paths to Product or Engineering, while maintaining full ownership of customer communication and resolution. Investigate root causes using tools like logs, system configurations, and API-level analysis as needed.
• Customer Communication & Trust: Communicate clearly and confidently with customers during active issues, translating technical concepts into understandable language. Ensure customers feel supported, informed, and respected throughout the troubleshooting and resolution process.
• Knowledge Base & Enablement: Build, maintain, and continuously improve internal and external knowledge base content to minimize repeat issues, enhance resolution times, and enable self-service for both customers and internal teams.
• Automation & Scale: Identify opportunities to automate common workflows, responses, and diagnostics. Contribute to tooling, macros, and processes that allow support operations to scale efficiently without compromising service quality.
• Product Feedback & Insights: Surface recurring issues, customer sentiment, and product gaps through structured feedback loops. Partner with Product and Customer Experience leadership to convert support data into actionable insights that influence roadmap and reliability improvements.
• Operational Excellence & Metrics Ownership: Own and track key support metrics, including first response time, resolution time, SLA adherence, and issue trends. Utilize data to proactively recommend improvements to workflows, tooling, escalation paths, and customer communication.
• Incident Awareness & Customer Transparency: Support customer communications during rare service incidents or degraded performance, collaborating with internal teams and leveraging tools such as our status page to ensure timely, accurate, and transparent updates.
• Community & Voice Of Customer: Support initiatives to engage customers through surveys, community touchpoints, and feedback programs that strengthen trust, improve adoption, and inform product direction.

What You Will Bring

• 3+ years of experience in technical support, customer support, or a related SaaS role with increasing technical complexity.
• Comfort troubleshooting software systems, integrations, and data flows. Experience reviewing logs, understanding APIs, or closely partnering with engineering teams is a significant advantage.
• Proficiency in modern support tools and workflows, including ticketing systems and customer communication platforms (e.g., Pylon, HubSpot, phone-based support tools), for managing, prioritizing, and resolving issues at scale.
• High empathy, strong service instincts, and a steadfast commitment to resolving issues thoroughly and respectfully.
• Excellent written and verbal communication skills; confident in explaining technical concepts to non-technical users via phone and email.
• Structured thinker who takes end-to-end ownership of issues, exercises strong judgment regarding escalation, and prioritizes root cause resolution over quick fixes.
• Ability to thrive in a fast-paced, evolving startup environment and maintain composure under pressure.
• Openness to feedback, eagerness to learn, and motivation to improve systems rather than just respond to tickets.

Preferred Experience

• Experience in SaaS, restaurant technology, hospitality, or high-volume customer environments is a plus.

Key Skills/Competency

• Technical Support
• Customer Service
• Troubleshooting
• SaaS
• API Analysis
• Log Review
• Ticketing Systems
• SLA Management
• Customer Communication
• Conversational AI