Technical Support Specialist - AI Startup, Equity

Pangram Labs; Brooklyn (OH); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical/dental/vision

401(k) with 100% employer match on 4%

20 days PTO

Office lunch

Job summary

Pangram Labs, an AI research startup, seeks a Customer Support Specialist to be the first contact for customers. You will own complex support cases, build product expertise, and help scale the support function in a fast-growing environment.

You will manage tickets via email and chat, troubleshoot issues with empathy, and collaborate with Product, Engineering, and Sales to improve the product and customer experience. Base salary ranges from $60,000 to $80,000 plus bonus, equity, and benefits.

Qualifications

• 1+ years of experience in a customer-facing role.
• Highly organized with excellent attention to detail.
• Prior experience supporting technical or developer-facing products is a plus.
• Clear communicator with strong written and verbal skills.
• Comfortable managing multiple priorities in a fast-paced environment.
• Interest in mentoring and future career development.

Responsibilities

• Own and resolve technical support cases with accuracy, speed, and empathy
• Manage daily support tickets and customer inquiries across email, chat, and other channels
• Troubleshoot issues, customer feedback, and product functionality; proactively follow up to ensure full issue resolution and high customer satisfaction
• Identify trends in support requests and flag risks, product gaps, and improvement opportunities
• Work with Product and Engineering to report, triage, and reproduce bugs, as well as prioritize and validate fixes
• Build and maintain support systems, playbooks, internal documentation, and customer-facing content
• Work with Sales to handle responses to customer compliance questionnaires, vendor onboarding forms, and procurement requests.

Skills

Customer-facing experience

Strong written and verbal skills

Attention to detail

Managing multiple priorities

Mentoring interest/career development

Job description

Pangram Labs, an AI research startup, seeks a Customer Support Specialist to be the first contact for customers. You will own complex support cases, build product expertise, and help scale the support function in a fast-growing environment.

You will manage tickets via email and chat, troubleshoot issues with empathy, and collaborate with Product, Engineering, and Sales to improve the product and customer experience. Base salary ranges from $60,000 to $80,000 plus bonus, equity, and benefits.