AI Product Support Specialist — PST Hours

PredictAP, Inc.; Newton (MA); Remote; USD 75,000 - 110,000; Full time

Benefits offered by this job

Fully remote company

Job summary

PredictAP, Inc. is seeking a Product Support Specialist to own AI concerns end to end, from investigation to resolution, while managing Tier 1/2 issues and improving documentation.

You will join a lean, fully remote team and cover PST hours, enabling strong collaboration with Customer Success and engineering. You will become a product expert across PredictAP's suite, author self-service content, and participate in live customer calls to explain AI behavior and outcomes.

Qualifications

• 3+ years in a product support role, preferably SaaS
• Ability to independently resolve Tier 2 issues, not just triage
• Analytical mindset; quantify patterns and outcomes
• Comfort with AI-driven product behavior and explaining it to customers
• Excellent written and verbal communication; non-technical audiences

Responsibilities

• Own AI concerns end to end, including investigation and customer communication
• Handle Product Support queue; diagnose, reproduce, and escalate when needed
• Author and maintain help center content; create self-service resources
• Join live customer calls and assist with onboarding checks and reviews
• Lead documentation improvements and surface recurring issues with data

Skills

Tier 2 support

SQL

Snowflake

Customer communication

Analytical mindset

Tools

SQL

Snowflake

Job description

PredictAP, Inc. is seeking a Product Support Specialist to own AI concerns end to end, from investigation to resolution, while managing Tier 1/2 issues and improving documentation.

You will join a lean, fully remote team and cover PST hours, enabling strong collaboration with Customer Success and engineering. You will become a product expert across PredictAP's suite, author self-service content, and participate in live customer calls to explain AI behavior and outcomes.