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Technical Customer Support Specialist (Thursday to Monday)

3 hours, 49 minutes ago
Mexico
Full-time
Senior
Technical Support Engineer
Technical Writing and Documentation
Datadog Machine Learning Metabase Postman
Apply Now
Prolific

Prolific

Prolific is a platform that enables researchers to quickly find trustworthy research participants. With a pool of over 120,000 active and verified participants, Prolific ensures high-quality responses through continuous monitoring and engagement. The p...

Professional Services
51-250
Founded 1997
$0M raised
View All Jobs 90

Description

  • Work Thursday to Monday to provide weekend coverage for the support team.
  • Serve as the dedicated technical support partner for AI organizations using Prolific for model training, evaluation, and annotation projects.
  • Deliver high-touch support to strategic and high-priority accounts and resolve complex customer issues.
  • Act as an escalation point for Customer Success and Sales on AI-related technical and operational challenges.
  • Communicate proactively during incidents and high-volume launches to manage expectations and meet SLAs.
  • Support specialist participant groups such as AI Taskers and Domain Experts to keep workflows running smoothly.
  • Bridge communication between AI customers and internal teams including Product, Engineering, Human Data Operations, Service Delivery, and Customer Success.
  • Collect structured customer feedback to inform product discovery and platform improvements.
  • Diagnose and troubleshoot task routing, participant segmentation, automation workflows, and API-driven pipeline issues.
  • Investigate integration errors, analyze logs, identify root causes, and escalate bugs and incidents with clear reproduction steps and impact summaries.
  • Advise customers on best practices for designing AI studies, including annotation tasks, evaluation frameworks, human-in-the-loop feedback loops, and expert review workflows.
  • Support large-scale AI data collection initiatives by helping ensure quality control and scalable operational processes.
  • Guide customers on API usage and automation to improve the efficiency and reliability of AI data pipelines.
  • Create and maintain technical documentation and best-practice guidance for customers integrating with Prolific.

Requirements

  • Strong spoken English skills and the ability to communicate effectively in a professional environment.
  • Experience supporting AI/ML-focused organizations, ideally in model training, LLM development, evaluation, or data annotation environments.
  • Understanding of AI development workflows such as supervised fine-tuning, reinforcement learning from human feedback (RLHF), dataset curation, benchmarking, and red-teaming.
  • Strong API troubleshooting skills and familiarity with integration debugging and automation workflows.
  • Experience using observability and data tools such as Datadog, Metabase, Deepnote, and Postman.
  • Ability to interpret logs, identify root causes, and communicate effectively with engineering teams.
  • Experience writing or maintaining technical documentation for APIs or integrations.
  • Knowledge of industry-specific regulations such as Cyber Essentials, SOC2, or ISO 27001 is preferred.
  • Experience with scripting and using APIs to automate manual processes is preferred.
  • A background in technical support is preferred.

Benefits

  • Competitive salary.
  • Benefits package.
  • Remote working arrangement.
  • Opportunity to work in a mission-driven culture.
  • Access to Prolific’s unique human data platform and research opportunities.
  • Exposure to cutting-edge AI innovation.

Interested in this position?

Apply directly on the company website

Apply Now

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