Job Title: Product Technical Specialist

Location: 100% Remote (India) | US Shift

US Pacific Timezone, working hours may vary in the hours of 5am-5pm PT depending on current staffing demands

About The Role

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 rapid-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.

Role & Responsibilities

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 f

📌 AI Product Technical Specialist (Hyderabad)
🏢 Eltropy
📍 Hyderabad