Product Support Specialist

Anara; California (MO); Remote; USD 80,000 - 120,000; Full time

Job summary

A dynamic AI startup is looking for a product support specialist to assist in customer feedback, support, and documentation. The ideal candidate will have excellent communication skills and experience in troubleshooting technical issues. You will investigate customer inquiries via email, Slack, and Twitter, and collaborate with the engineering team. This role offers the opportunity to work in a fast-paced environment with flexible hours and premium healthcare benefits.

Benefits

Premium healthcare (medical, dental, etc.)

Flexible working hours

Office space with a view

Qualifications

• Quick and scrappy worker in a fast-paced environment.
• Ability to communicate complex ideas clearly to non-technical users.
• Experience troubleshooting technical issues, including APIs.

Responsibilities

• Investigate and resolve inbound customer issues across multiple channels.
• Collaborate with engineering on bug documentation and resolution.
• Provide insights from customer feedback to improve product choices.
• Lead strategic projects to enhance support experience.

Skills

Excellent communication skills

Customer service experience

Technical issue troubleshooting

Experience in a fast-paced environment

Job description

$80K - $120K // 0.25% - 0.50% // San Francisco or Remote

About The Role

We’re looking for a product support specialist to contribute to the future of our product by surfacing customer feedback and insights, responding to support requests, and contributing to our help guides and engaging with our community.

What you’ll be doing:

• Investigate and resolve inbound customer issues reported through all communication channels, including email, Slack, and Twitter.
• Work closely with engineering team to ensure bugs are documented, reproduced and resolved quickly.
• Surface trends and insights from customer feedback to the team at large to inform product choices.
• Lead select strategic projects to improve the support experience, billing controls and general product operations.
  
  

You’re likely a good fit if:

• You are quick and scrappy. Product at Anara moves lightning fast—including support—we typically respond to customer inquiries within hours, not days, and resolve most issues within 24 hours.
• Excellent communication and customer service skills and experience working with a technical or engineering user base. You can explain complex ideas clearly to people who don't have technical knowledge.
• Experience troubleshooting technical issues, including APIs and integration setups. Ability to reproduce bugs with Anara in various environments (different browsers, Windows, Mac, Mobile).
• You have worked in a high-growth, fast-paced environment (ideally another startup) and can drive things forward with relatively little oversight.
  
  

We’re based in San Francisco with members of the team distributed across the US and Europe.

If you're interested in moving to SF, we're more than happy to sponsor your visa. We'll work with an immigration attorney to make sure everything goes smoothly.

We offer premium healthcare (medical, dental, etc.), flexible working hours and office space with a beautiful view of the SF marina and Golden Gate bridge.

To apply, reach out with a couple of sentences about you and what you want to do for us starting next week.

About Anara

Anara is AI for scientific advancement. We help researchers find, understand, organize and write scientific documents, together.

We started working on Anara 18 months ago. In that time:

• we’ve grown to 2M users spanning hundreds of major colleges and research-led companies,
• we reached $3M in yearly revenue and are fast approaching $4M,
• 200M+ people have seen our content across Instagram, TikTok and YouTube,
• and we raised $2.4M from YC and the founders of Github and Reddit.
  
  

Looking ahead, we’re expanding beyond summarization and writing assistance to address the broader challenges of information overload faced by academics and research teams.

We're a small, tight-knit team with huge ambitions. As a founding member of the team, you'll be instrumental in helping us scale revenue from $3M to $10M and then $10M to $100M+.

If you’re excited by the idea of being a part of that, definitely apply.