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 and high-priority accounts. Collaborate with various teams, including Support, Customer Success, Human Data, Engineering, and Service Delivery, to offer expert guidance and solutions. This role demands problem-solving skills, customer interaction, and a commitment to customer success. The ideal candidate will have proven experience in troubleshooting technical challenges and API issues, along with experience in technical support, ideally within a SaaS, AI, or research-driven environment. Prolific offers a competitive salary, benefits, and remote work opportunities within an impactful, mission-driven culture.

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 customers for any technical queries, such as the API integrations between their system(s) and Prolific
• 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