AI-Driven Product Support Specialist

Vitalize; United States; Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Flexible PTO

Travel budget

Off-sites

Free meals

Desk stipend

Commuter benefits

Wellness stipend

Job summary

Vitalize is seeking a Product Support Specialist to expand our East Coast coverage, delivering prompt support for complex technical user issues and collaborating with Engineering, Product, and Customer Experience to scale our support operations.

You’ll analyze trends, drive CSAT and FRT improvements, contribute to AI-assisted support strategies, and create self-service documentation to empower users and reduce escalations.

Qualifications

• 3+ to 7+ years in a technical support role with escalations.
• Strong problem-solving and ability to diagnose complex issues.
• Proven ability to influence cross-functional partners to drive product improvements.
• Experience owning portions or whole projects and improving processes.
• Excellent written and verbal communication with ability to document workflows.
• High autonomy in ambiguous environments.

Responsibilities

• Lead escalation support for go-to market teams and collaborate with Eng, Product, and Ops.
• Analyze trends and customer feedback to identify root causes and drive improvements.
• Drive CSAT, FRT, and First Contact Resolution metrics using data-driven insights.
• Help develop and implement AI-augmented support strategy.
• Create and refine internal/external documentation for self-service.
• Develop deep product knowledge and participate in feedback loops to improve quality.
• Scale support operations to maintain high service standards as the company grows.

Skills

Escalated issue troubleshooting

Cross-functional collaboration

Project ownership

Documentation & coaching

Analytical data skills

Autonomy in ambiguity

Tools

Salesforce

Zendesk

Pylon

SQL databases

LLMs

Job description

Vitalize is seeking a Product Support Specialist to expand our East Coast coverage, delivering prompt support for complex technical user issues and collaborating with Engineering, Product, and Customer Experience to scale our support operations.

You’ll analyze trends, drive CSAT and FRT improvements, contribute to AI-assisted support strategies, and create self-service documentation to empower users and reduce escalations.