Technical Support Specialist

Talantir; New York (NY); Remote; USD 70,000 - 110,000; Full time

Job summary

Slang AI is hiring a Technical Support Specialist to own Tier 1 and Tier 2 support across phone, email, and ticket channels. You will work closely with Customer Success, Implementation, Product, and Engineering to resolve issues, identify trends, and scale support as the company grows.

This is a remote role with occasional offsites. The ideal candidate brings 3+ years in SaaS support, strong problem-solving abilities, and excellent communication to translate technical concepts for customers.

Qualifications

• 3+ years in technical or SaaS customer support with increasing complexity.
• Experience troubleshooting software systems, integrations, data flows, and APIs.
• Experience with modern support tools and CRM/ticketing platforms (e.g., HubSpot).

Responsibilities

• Own Tier 1 and 2 support across phone, email, and tickets.
• Resolve issues using logs, configurations, and API-level analysis.
• Escalate to Product or Engineering when needed while maintaining ownership.
• Build and refine knowledge bases for internal and external users.
• Identify automation opportunities to scale support without compromising quality.
• Provide clear, transparent communication during incidents and maintain customer trust.

Skills

Technical support

Customer support

Logs & APIs

CRM & ticketing

Communication skills

Problem solving

Team collaboration

Tools

Pylon

HubSpot

Job description

Slang AI is redefining customer engagement through conversational AI, making every interaction seamless and efficient. Our mission is to transform the restaurant industry by providing the ultimate voice AI solution for consistently outstanding customer experiences.At Slang AI, we believe how we build matters just as much as what we build. We foster a culture rooted in hospitality, ownership, and clarity, where every “Slangsta” feels valued, supported, and connected to the broader impact of our work in the AI-powered future of restaurants.

What Your Experience Will Be

As a Technical Support Specialist at Slang AI, you will play a critical role in delivering a high-quality, reliable support experience for our customers. You will serve as the frontline technical expert responsible for owning Tier 1 and Tier 2 support, ensuring fast, thoughtful, and effective resolution of customer issues across phone, email, and ticket-based channels.Your experience will blend technical troubleshooting, customer communication, and operational improvement. You will work closely with Customer Success, Implementation, Product, and Engineering to resolve issues, identify trends, and continuously improve how support scales as Slang grows. This role is remote and may require occasional participation in company offsites.

Why You Belong Here And How You Will Grow

At Slang, trust is foundational to every relationship, starting internally as a Slangsta and extending through every customer interaction. We value people who take pride in their work with humility, curiosity, and a strong sense of ownership. Our Customer Team is built on high service standards, collaboration, and a belief that support is not just reactive, but strategic. Learner Fervor is one of our strongest attributes. You will be encouraged to deeply understand our product, our customers, and our systems, while also contributing ideas that improve how we support at scale. You will grow not only as a technical professional, but as a problem solver and systems thinker. From regular team training to 1:1 coaching, cross-functional collaboration, and exposure to product feedback loops, we support your journey toward meaningful impact and continued development.

What Success Looks Like

Customer Support & First Response Ownership:Serve as the primary owner of Tier 1 support, delivering fast, empathetic, and accurate first responses across phone, email, and ticket-based channels. Meet or exceed established SLAs and response time targets while setting clear expectations with customers and driving issues toward timely resolution.

Tier 2 Technical Troubleshooting & Escalation OwnershipOwn more complex, product-specific issues including integrations, system behavior, and data flow. Determine when and how to escalation issues to Product or Engineering while maintaining end-to-end ownership of customer communication and resolution. Investigate root causes through tools such as logs, system configurations, and API-level analysis when needed.

Customer Communication & TrustCommunicate clearly and confidently with customers during active issues, translating technical concepts into understandable language. Ensure customers feel supported, informed, and respected throughout the troubleshooting and resolution process.

Knowledge Base & EnablementBuild, maintain, and continuously improve internal and external knowledge base content to reduce repeat issues, improve time-to-resolution, and enable self-service for both customers and internal teams.

Automation & ScaleIdentify opportunities to automate common workflows, responses, and diagnostics. Contribute to tooling, macros, and processes that allow Support to scale efficiently without sacrificing service quality.

Product Feedback & InsightsSurface recurring issues, customer sentiment, and product gaps through structured feedback loops. Partner with Product and Customer Experience leadership to translate support data into actionable insights that influence roadmap and reliability improvements.

Operational Excellence & Metrics OwnershipOwn and track key support metrics including first response time, resolution time, SLA adherence and issue trends. Use data to proactively recommend improvements to workflows, tooling, escalation paths, and customer communication.

Incident Awareness & Customer TransparencySupport customer communications during rare service incidents or degraded performance, partnering with internal teams and leveraging tools such as our status page to ensure timely, accurate, and transparent updates.

Community & Voice Of CustomerSupport efforts to engage customers through surveys, community touchpoints, and feedback initiatives that strengthen trust, improve adoption, and inform product direction.

Experience

What You Will Bring:

• 3+ years of experience in technical support, customer support, or a related SaaS role with increasing technical complexity.
• Comfort troubleshooting software systems, integrations, and data flows. Experience reviewing logs, understanding APIs, or partnering closely with engineering teams is a strong plus.
• Experience working within modern support tools and workflows, including ticketing systems and customer communication platforms (e.g., Pylon, HubSpot, phone-based support tools), to manage, prioritize, and resolve issues at scale.
• High empathy, strong service instincts, and a commitment to resolving issues thoroughly and respectfully.
• Communication Skills: Excellent written and verbal communication skills. Confident explaining technical concepts to non-technical users across phone and email.
• Structured thinker who takes ownership of issues end-to-end, exercises strong judgment around escalation, and focuses on root cause resolution rather than quick fixes.
• Thrives in a fast-paced, evolving startup environment and remains calm under pressure.
• Open to feedback, eager to learn, and motivated to improve systems, not just respond to tickets.

Preferred Experience:

Experience in SaaS, restaurant technology, hospitality, or high-volume customer environments is a plus.

How Work Affects My Life

Your role as a Technical Support Specialist will meaningfully shape both your professional growth and personal well-being. We offer competitive compensation and benefits designed to reflect your value and support balance. Your work will directly help restaurants operate more smoothly, reduce friction for staff, and deliver better guest experiences, creating real-world impact through thoughtful, reliable support.

Compensation & Location

Compensation for this role is location-based and benchmarked against local market data aligned to the employee’s primary work location. Total compensation includes a mix of cash and equity and may vary by location, role level, and experience. Our range is therefore wide and not meant as a negotiation range.

Compensation & Location

Compensation for this role is location-based and benchmarked against local market data aligned to the employee’s primary work location. Total compensation includes a mix of cash and equity and may vary by location, role level, and experience. Our range is therefore wide and not meant as a negotiation range.

Our Vision

Calling a business shouldn’t feel like a robot-hostage situation, where you’re forced to listen to horrible music and can't reach a human, while enduring a soulless voice uttering "I'm sorry I didn't quite get that" on repeat for eternity. (shudder) That’s why we started Slang AI We use the latest AI and audio wizardry to make transacting via voice so enjoyable it’s more human than human. By 2030, we will save businesses and consumers 1 billion minutes of precious time while transforming voice channels into the preferred mode of communication (it's faster and easier than text).We have backgrounds building product at companies like Spotify, Buzzfeed, the New York Times, and OpenTable —shipping experiences that have reached hundreds of millions of users. Now, we’re using our backgrounds to start a new culture, one that puts product and human-centered design above all else while fostering constant learning and growth. Sound like something you’d like to be part of? Get on board.

Our Values

Overachiever Fever. We’re overachievers (we don’t know any other way)Learner Fervor. We take every opportunity to learn (especially when it’s hard)Humility Ability. We approach each other with curiosity and openness (know-it-alls not welcome!)SMB MVP. We’re an expert member of our customers’ teams (we earn their trust)