Product Support Specialist (AI)

Location: 100% remote, based in the United States Pacific Time Zone. No sponsorship or relocation assistance is available.

Salary: $85,000–$110,000 USD annually, depending on skills, experience, relevance, and location.

Company

Global AI-powered FinanceOS company helping finance teams transform their workflows through intelligent automation, AI, and integrations with established finance tools.

What you will do

• Serve as the initial contact for customer and internal product questions through Zendesk chat, email, and web forms.
• Troubleshoot incoming issues, provide first responses and follow-ups, and resolve complex technical problems.
• Monitor, process, respond to, and escalate unresolved tickets to the next support level.
• Support customer satisfaction, advocacy, and loyalty through clear and effective communication.
• Expand and refine the knowledge base to help users resolve issues independently.

Requirements

• 2–4 years of experience in product support, help desk, or technical customer success roles in a SaaS environment.
• Extensive troubleshooting experience in a fast-paced environment and a record of resolving complex technical issues.
• Ability to explain complex concepts clearly to non-technical audiences, with a customer-first and proactive mindset.
• Hands-on experience using AI assistants such as Claude or comparable LLM-based tools for troubleshooting, documentation, workflow automation, and response efficiency.
• Experience building AI-assisted workflows and CLI-based tooling, including reusable prompts, templates, scripts, custom skills, or integrations.
• Intermediate Excel skills, including formulas, VLOOKUP, and PivotTables.

Nice to have

• Experience with Zendesk and Jira or comparable support and project-management software.
• Background in finance.

Culture & Benefits

• Collaborative, team-oriented environment with autonomy over scheduling.
• Meaningful equity and long-term growth opportunities.
• 401(k) plan with up to 4% matching, plus HSA and FSA options.
• Paid medical, dental, and vision coverage, including dependent coverage.
• Flexible unlimited sick time, PTO, paid company holidays, parental leave, and life insurance.
• Additional benefits include Calm membership, vision-care reimbursement, and CPA/CFA license renewal reimbursement.