AI Product Technical Specialist

As a Product Technical Specialist, you will be the trusted technical expert for our customers, ensuring they have a seamless and reliable experience with our SaaS platform. This role is for a natural problem-solver who thrives on diving deep into complex technical issues. You will be the backbone of our support operations, diagnosing and resolving intricate problems related to our AWS-hosted environment, networking configurations, and integrated phone systems. You are energized by a fast-paced environment and are passionate about providing world-class support through phone, email, and chat, ready to tackle any challenge that comes your way, including participation in a rotating on-call schedule to provide critical support.

• →Provide high-quality, real-time technical support to customers via phone, email, and chat, managing multiple issues simultaneously.
• →Analyze, troubleshoot, and tune AI systems to ensure chatbot and voice bot interactions remain highly accurate and effective for credit union members.  
• →Explain complex AI functionalities, configurations, and system options directly to clients to ensure they maximize the value of our platform.  
• →Identify AI product bugs and anomalies, clearly articulating the underlying technical issues and their direct client impact to Product and Engineering teams.  
• →Act as an internal AI subject matter expert, creating documentation and passing along your specialized knowledge to upscale the rest of the support team.  
• →Lead technical troubleshooting sessions with customer IT teams, diagnosing and resolving complex issues related to networking (VPNs, firewalls, whitelisting), cloud infrastructure (AWS), and integrated phone systems.
• →Utilize Zendesk to manage, prioritize, and document customer support tickets from initial contact through to resolution.
• →Analyze application, server, and AI logs to identify performance bottlenecks and root causes of failures.
• →Participate in a rotating on-call schedule to provide after-hours and weekend support for critical, service-impacting incidents.
• →Develop and maintain internal and customer-facing support documentation, including knowledge base articles and troubleshooting guides.

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 4+ years of experience in a technical support role for an Enterprise SaaS product.
• Proven experience working with or supporting AI/Automation technologies (e.g., Natural Language Processing, Chatbots, Voice bots, or AI-driven analytics).

• Deep understanding of how AI systems work, including intent tuning, conversational flows, and AI training methodologies.  
• Experience analyzing and troubleshooting AI-driven chatbots, voice bots, and data analytics tools.  
• Strong hands-on experience with Zendesk for ticketing and customer support.
• Deep understanding of networking concepts, including TCP/IP, DNS, VPNs, firewalls, and protocols like SFTP and HTTPS.
• Proven experience working with cloud environments, specifically Amazon Web Services (AWS) (e.g., Lex, Connect, EC2, S3, VPC).
• Familiarity with troubleshooting VoIP/telephony systems and understanding common communication routing issues.

• Exceptional critical thinking and problem-solving abilities with a passion for tackling complex AI and technical challenges.
• Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences.
• Demonstrated ability to work independently, manage high-priority tasks, and perform effectively under pressure.
• Experience with log analysis tools (e.g., Kibana, CloudWatch) and network traffic analysis tools (e.g., Fiddler, Wireshark).
• Ability to remain organized and detail-oriented while managing a high volume of support interactions.
• Must be willing and able to participate in a rotating on-call schedule.

Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement and productivity. CFIs (Community Banks and Credit Unions) use Eltropy to communicate with consumers via Text, Video, Secure Chat, co-browsing, screen sharing and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.

• Customers are our North Star
• No Fear - Tell the truth
• Team of Owners

Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.