Technical Support Specialist - US Coverage (12pm - 9pm working hours)

 Technical Support Specialist 

Prolific

Prolific is not just another player in the AI space – we are the architects of the human data infrastructure that's reshaping the landscape of AI development. In a world where foundational AI technologies are increasingly commoditized, it's the quality and diversity of human-generated data that truly differentiates products and models.

The role

As a Technical Support Specialist, you will be the primary point of contact for customers facing technical issues, providing efficient, personalized support. Your responsibilities will include assisting customers with technical queries, resolving API-related issues, troubleshooting, and optimising workflows, with a key focus on serving strategic and high-priority accounts.

You’ll work closely with the wider Support Team, Customer Success, Human Data, Engineering, and Service Delivery teams to provide expert technical guidance, resolve technical challenges, and offer actionable solutions and guidance that empower customers to succeed.

This role is ideal for someone who is motivated by solving technical challenges, enjoys working closely with customers, and is dedicated to delivering solutions that make an immediate impact on customer success.

What you’ll bring to the role

• Proven experience in troubleshooting and resolving technical challenges and API-related issues, ensuring minimal disruption to the customer experience.
• Previous experience in technical support or a similar role, ideally within a SaaS, AI, or research-driven environment.
• Experience with observability, automation, and data tools (e.g. Datadog, Metabase, Deepnote, Zapier, and Postman) to proactively identify technical issues, automate alerting and workflows, and optimize manual processes.
• Ability to translate technical concepts into clear, concise explanations for both technical and non-technical users.
• Familiarity with helpdesk and project management tools (Zendesk, Dixa, Jira), API documentation, and common customer communication channels (Slack, email, and video calls).
• Experience working with engineering teams to escalate and resolve complex issues, with an understanding of bug reporting and incident management.
• Strong organizational skills and the ability to manage multiple customer queries and priorities efficiently.
• A proactive and innovative mindset, committed to enhancing customer success by offering creative solutions.

    What you’ll be doing in the role 

• Be a point of contact for our US customers for any technical queries, such as the API integrations between their system(s) and Prolific, between the hours of 12pm and 9pm.
• Handle queries through our internal helpdesk (Dixa), Slack, and email, and be prepared to assist via calls, video chats, and other communication channels as needed.
• Work closely with the Customer Success team to support technical touchpoints throughout the customer journey.
• Create technical support documentation to help our customers set up and use our API
• Support customers with technical and/or operational processes and automations to optimize their workflows.
• Be the first port of escalation for any technical issues reported by the Support team, researching, diagnosing and troubleshooting these and escalating to the Engineering team where relevant.
• Collaborate with our Service Delivery team on any incidents, minimizing the impact on our customers for any issues, and coordinating any Support efforts.
• Work with our Service Delivery team on continuous improvement of incidents and bug handling processes (from a Support perspective), ensuring SLAs and customer expectations are met.
• Maintain strong relationships with internal departments, such as Customer Success, Engineering and Service Delivery, and be a bridge between them and Support for all technical topics.
• Develop and maintain technical expertise in assigned areas of product functionality, including our API as well as most common software used by our customers, and utilise that expertise effectively to help improve the customer journey

Why Prolific is a great place to work

We've built a unique platform that connects researchers and companies with a global pool of participants, enabling the collection of high-quality, ethically sourced human behavioral data and feedback. This data is the cornerstone of developing more accurate, nuanced, and aligned AI systems.

We believe that the next leap in AI capabilities won't come solely from scaling existing models, but from integrating diverse human perspectives and behaviors into AI development. By providing this crucial human data infrastructure, Prolific is positioning itself at the forefront of the next wave of AI innovation – one that reflects the breath and the best of humanity.

Working for us will place you at the forefront of AI innovation, providing access to our unique human data platform and opportunities for groundbreaking research. Join us to enjoy a competitive salary, benefits, and remote working within our impactful, mission-driven culture.

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