Technical Support Specialist

Role and Responsibilities

• Use Good Judgment to Solve Cases. Own customer escalations with cases that genuinely require seasoned judgment, the ones AI can't safely close. Build and protect customer trust in moments that matter.
• Build and own AI quality. Configure AI within Elation's stack (intents, knowledge sources, escalation rules), build lightweight external automations, and own the quality of AI outputs in your domain.
• Synthesize and partner with Product/Eng. Produce formal weekly and monthly insights, participate in roadmap conversations with Product Development teams, and mentor Associates on their build and synthesis work.

What success looks like in your first 6 months

• Shipped 3–5 AI solutions
• A monthly drumbeat of synthesized insights that Product and Engineering act on, with visible impact on customer experience or a measurable drop in case volume
• Owns a measurable case-volume reduction in your domain by making cases not happen, not by closing them faster
• You question default workflows instead of just executing them, and you ship more by removing work, not just doing more of it.
• You build with AI to make yourself and the teammates around you faster — automating triage, drafting responses, prototyping internal tools, and turning one-off builds into reusable patterns Associates can run with.
• Mentors Associate teammates on AI builds and pattern synthesis

Professional Qualifications

• 0-4+ years of relevant experience in Support, Implementation, CS Ops, embedded data analyst, or AI/automation tinkerer in any field.
• A concrete portfolio of things you've built or shipped: prompt-engineered systems, dashboards, automations — with evidence of outcomes
• Strong customer-facing communication and trust-building skills
• Pattern recognition and synthesis muscle
• AI-native default. Reaches for AI tools first, treats ambiguity as the work rather than a blocker, and wants to learn how to configure and supervise these systems — not just use them
• A deep desire to drive results for our customers, with high ownership over the outcomes