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 workplace, 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.

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 suppor

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