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PredictAP is seeking a Product Specialist II to own product support and AI-related customer issues in an early-stage SaaS company. This role bridges front-line support and advanced technical work, with a primary focus on AI concerns and a secondary responsibility for general product support.
You will become the subject matter expert on PredictAP's product suite, particularly around AI behavior and prediction concerns. Your main responsibilities include:
**AI Concerns & Support (Primary):** Own AI-related support end-to-end, investigating prediction concerns where the AI coded a field differently than expected. You'll diagnose whether issues stem from product defects, expected model behavior, customer configuration, or data problems. You'll file well-formed tickets in Jira, communicate findings to the product team, and stay close to resolution. You'll own the customer communication loop, validate fixes, and spot patterns across accounts (recurring fields, document types, accuracy regressions) with quantified data.
**Product Support (Shared Queue):** Work the general support queue alongside other Product Specialists, independently resolving Tier 1 and Tier 2 issues. You'll reproduce and diagnose problems before escalating, provide clear write-ups for deeper technical work, and serve as the primary responder during PST hours for West Coast coverage. You'll maintain SLAs, keep tickets current, and provide continuity across shift handoffs.
**Product Documentation:** Author and maintain help center and internal knowledge base content for frequently resolved issues. Turn recurring questions into self-service resources, measure deflection impact, and flag documentation gaps.
**Customer Engagement:** Join live customer calls with Customer Success to answer complex product questions. Act as the product expert on escalation calls, support onboarding and business reviews, and prepare thoroughly by reviewing customer configuration and history.
This is a fully remote role requiring PST hours (8am–5pm PST) to anchor West Coast coverage. You'll work in a lean, early-stage environment with tightly aligned teams and significant opportunity for professional growth and impact.
**Requirements:**
- 3+ years of prior experience in a product support role, preferably in a SaaS environment
- Demonstrated ability to independently resolve Tier 2 issues, not just triage and route
- Analytical curiosity: comfortable digging through examples to find patterns and quantifying frequency (SQL & Snowflake experience is a plus)
- Comfortable working with AI-driven product behavior and explaining probabilistic output to customers expecting deterministic results
- Ability to explain AI model behavior to non-technical audiences credibly and in plain language, without overclaiming or hiding behind jargon
- Excellent written and verbal communication skills, including explaining technical issues to non-technical users
- Comfortable representing PredictAP on live customer calls and thinking on your feet with detailed questions
- Strong organizational and follow-through skills managing multiple customers and priorities in a fast-paced environment
- Comfortable working with high independence during hours when much of the team is offline
- Experience authoring customer-facing documentation or help center content is a plus
- Exposure to accounts payable, accounting, ERP, or real estate software is a plus
- Experience and desire to work in a totally remote company
- Start-up environment experience is preferred
