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 s

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