Technical Support Specialist

Summary

Join Prolific as a Technical Support Specialist and become the primary point of contact for customers experiencing technical issues. You will provide efficient, personalized support, assisting with technical queries, resolving API-related problems, troubleshooting, and optimizing workflows, focusing on strategic accounts. Collaborate with various teams to offer expert guidance and actionable solutions. This role demands solving technical challenges, working closely with customers, and delivering impactful solutions. You will be handling queries through multiple channels and creating technical support documentation. The position requires strong organizational skills and a proactive, innovative mindset to enhance customer success.

Requirements

• 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

Responsibilities

• 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

Benefits

• Competitive salary
• Benefits
• Remote working