Technical Support Specialist (AI / SaaS)

• We are looking for a motivated and technically minded Technical Support Specialist to join our team in New York City
• In this role, you will serve as the first point of contact for our client’s users, helping them navigate technical challenges and ensuring they get the most value out of our platform
• This is an ideal role for a recent graduate or early-career professional looking to launch a career in technical product support, customer success, or solutions engineering
• You will gain deep exposure to AI-as-a-Service (AIaaS) concepts, database management, and enterprise SaaS workflows
• Front-Line Support: Act as the primary point of contact for client users, managing incoming inquiries via email, chat, and ticketing systems
• Troubleshooting: Diagnose and resolve technical issues related to the EvolutionIQ platform; replicate bugs and work with the Technical Engagement Management and Solutions Engineering team to escalate complex problems
• Client Education: Translate complex technical concepts into clear, easy-to-understand explanations for non-technical users
• Data Analysis: Use SQL to query databases and investigate data discrepancies to resolve client support tickets
• Workflow Optimization: Utilize tools like Zendesk and Salesforce to track issues, document solutions, and contribute to our internal knowledge base
• Product Feedback: Be the “voice of the customer” by gathering user feedback and trends to share with the Product and Engineering teams

Benefits

• Premium Medical Insurance Plan – Empire Blue Cross Blue Shield Medical insurance
• 401K with employer matching
• Dental Coverage – Principal Financial
• Life insurance / ACDC coverage – Reliance Standard
• Vision – Reliance Standard
• Short Term and Long Term Disability – Unum
• Employee stock option plan
• $500 to get you started setting up your home office and $200 every year for upgrades after that

• Experience: You are fresh out of a top program and ideally 1-2 years of professional experience. Previous internships in tech support, IT, or client services are a strong plus
• Communications: You possess excellent written and verbal communication skills. You can write a professional email and speak confidently with clients
• Education: You hold a Bachelor’s degree, preferably in Computer Science, Information Systems, Engineering, or a Business discipline (Finance, Accounting, etc.)
• Tech-Savvy: You have a firm grasp of technical support workflows and a strong interest in AI technologies and SaaS business models
• Problem Solving: You enjoy digging into a puzzle and don’t stop until you find the solution
• Understanding of AI-as-a-Service (AIaaS) concepts
• Familiarity with CRM and Ticketing platforms (specifically Salesforce and Zendesk)
• Basic to Intermediate proficiency in SQL (selects, joins, basic data manipulation)
• Experience with ServiceNow is a plus
• Experience with API testing tools (like Postman) or basic scripting (Python/JS)