PRODUCT SPECIALIST II
Our Client is a growing technology company focused on helping real estate businesses improve the efficiency of their back-office operations. The company develops intelligent software solutions designed to replace manual, repetitive processes with automated technology, helping customers streamline workflows and improve operational accuracy.
The business is an early-stage, remote-first technology company with a highly collaborative and autonomous culture. The team is focused on building scalable products that solve complex operational challenges for real estate organisations.
About the Role:
As a Product Specialist II, you will sit within the Product Team and play an important role in supporting customers and improving the product experience.
This role sits between front-line customer support and more advanced technical product work. You will own the resolution of complex customer issues rather than simply triaging them, investigate product and AI-related concerns, create documentation, and work closely with Product, Engineering, Data and Customer Success teams.
A key focus of the role will be investigating how the company’s AI-powered technology behaves in real-world customer environments. You will be responsible for understanding why a prediction or automated outcome occurred, determining whether the issue relates to the product, model behaviour, customer configuration or data, and communicating the findings clearly to both technical and non-technical audiences.
Responsibilities and Duties:
AI & Product Support:
- Own complex AI-related customer concerns from investigation through to resolution
- Investigate cases where the AI has produced an outcome that differs from the customer’s expectations
- Determine whether an issue relates to a product defect, expected model behaviour, customer configuration or data quality
- Gather and analyse evidence including customer examples, expected versus actual outcomes and frequency of occurrence
- Create detailed tickets for Product, Data and Engineering teams when further investigation is required
- Maintain ownership of escalated issues through to resolution and validate fixes against the original customer examples
- Identify recurring patterns across customers, fields, document types and other product behaviours
- Explain AI functionality and model behaviour to customers in clear, accessible language
Product Support:
- Work within the general product support queue alongside other Product Specialists
- Independently resolve Tier 1 and Tier 2 product issues
- Reproduce and diagnose issues before escalating where deeper technical investigation is required
- Provide clear and complete information when escalating technical issues
- Act as a primary support contact during designated working hours
- Maintain continuity across team handovers with clear, actionable notes
- Meet or exceed agreed response and resolution SLAs
- Keep ticket assignments, tagging and statuses accurate and up to date
Product Documentation:
- Create and maintain customer-facing help centre and internal knowledge content
- Document common product issues and solutions using agreed terminology and brand guidelines
- Turn recurring customer questions into useful self-service resources
- Monitor the effectiveness of documentation and identify opportunities for improvement
- Keep documentation current as the product develops
Customer Engagement:
- Join customer calls alongside Customer Success to provide product expertise and answer complex questions
- Act as the product expert during escalation and incident calls
- Support customer onboarding, business reviews and post-incident follow-ups
- Prepare for customer conversations by reviewing account configuration, historical activity and open support issues
- Feed customer insights and recurring issues back into product documentation and product development
Ideal Background:
We are looking for a product support professional with 3+ years of experience, ideally within a SaaS or technology environment.
The ideal candidate will bring:
- Demonstrated experience independently resolving Tier 2 product support issues, rather than simply triaging and routing tickets
- Strong analytical curiosity and the ability to investigate examples, identify patterns and quantify issues
- Experience working with data or analytical tools; exposure to SQL, Snowflake or similar technologies is advantageous
- Comfort working with AI-powered products and explaining probabilistic outputs to customers
- The ability to explain technical and AI-related concepts to non-technical audiences in clear, straightforward language
- Excellent written and verbal communication skills
- Confidence representing the company on live customer calls and handling detailed questions in real time
- Strong organisational skills and the ability to manage multiple customers and competing priorities
- Experience creating customer-facing documentation or help centre content is advantageous
- Exposure to accounts payable, accounting, ERP, real estate or property technology is advantageous
- Experience working within a start-up or early-stage technology business is preferred
- Experience working successfully within a fully remote environment
- The ability and willingness to work independently during hours when much of the wider team may be offline
What We Are Looking For:
This role will suit someone who enjoys solving complex problems, investigating root causes and taking ownership of issues through to resolution.
You will be comfortable working with AI-powered technology, analysing customer and product data, and translating technical findings into clear explanations for non-technical users. You should also be confident working directly with customers and collaborating cross-functionally with Product, Engineering, Data and Customer Success.
The successful candidate will be curious, analytical, highly organised and proactive, with the ability to operate independently while contributing effectively to a remote team.
The Opportunity:
This is an opportunity to join an early-stage technology business at an important stage of its growth and play a meaningful role in the development and support of its products.
The Product Specialist II will sit at the intersection of customer support, product, technology and AI, providing broad exposure to both customers and technical teams.
You will have the opportunity to develop deep product expertise, influence product improvements, strengthen customer resources and identify recurring issues that can improve the wider customer experience.
The role offers significant ownership and autonomy within a lean, collaborative environment, with the potential for strong professional growth as the business and product portfolio continue to scale.
Working Environment:
- Fully Remote: Work as part of a distributed technology team
- Autonomy: High degree of independence and ownership
- Early-Stage Environment: Direct impact on product development and customer experience
- Cross-Functional Exposure: Close collaboration with Product, Engineering, Data and Customer Success
- Customer-Facing: Regular involvement in complex customer conversations and product escalations
- Working Hours: This position requires coverage during PST business hours, 8:00am-5:00pm PST
