Product Support Specialist II

Summary

Slang AI is transforming restaurant customer engagement through conversational voice AI. The Product Support Specialist II serves as the first point of contact for restaurant operators, troubleshooting product issues, managing customer communications, identifying bugs and patterns, and coordinating actionable escalations with Product Engineering.

Responsibilities

• Triaging issues like phones-down emergencies, API connections to reservation platforms, feature requests, and guest experience reviews day to day
• Identifying whether an issue can be resolved with a known workaround or clear explanation, is an expected limitation requiring professional and patient communication, or is a real bug requiring clear documentation for Engineering and ongoing customer communication
• Serving as the connective tissue between the rest of the company and Product Engineering by routing, translating, and handing off product issues from Sales, CX, Ops, Finance, and other teams
• Identifying patterns worth flagging and ensuring product issues are translated into actionable Engineering tickets
• Resolving routine tickets — cancellations, phones-down troubleshooting, login issues, AI behavior questions — independently within your first 60 days
• Distinguishing user error, real bugs, and expected limitations before escalating issues
• Managing competing priorities, keeping urgent issues moving quickly without allowing other work to pile up, and applying judgment about what needs to be prioritized
• Creating bug escalations that are clear enough for Engineering to act without back-and-forth
• Helping customers feel supported as a partner rather than simply closing tickets
• Identifying gaps between customer requests and existing documentation and helping close those gaps
• Communicating clearly and warmly with customers and teammates, especially under pressure

Skills

• 1–4 years of experience that's put you in front of customers directly — support, success, service, or a similar role — ideally with some exposure to a technical or software product, even if you weren't the one building it
• A real interest in the technical side of the product, not just the customer-facing side — you want to understand how things actually work, not just how to explain them
• A methodical troubleshooter's instinct — you check your assumptions before you escalate, not after
• Comfort using data as a tool — reviewing logs, pulling trends, and letting the numbers guide a decision instead of avoiding them
• Clear, warm writing — you can walk a non-technical restaurant owner through a fix without sounding like a manual
• Genuine, active use of AI tools in your daily work, not just familiarity — this is what AI Native looks like day to day for us: AI isn't a novelty, it's infrastructure
• A drive to go beyond the baseline fix and actually solve the underlying problem — our Overachiever Fever value in practice — balanced with enough Humility Ability to ask questions before you advocate, and to happily hand credit to someone else's better idea
• Composure under ticket volume, including during incidents — the kind of steadiness that lets you Be a Good Host even when things are actively on fire
• Remote. Mandatory to work some evenings and weekends
• No prior experience with these exact tools required, but comfort with similar ticketing, analytics, or support tooling is a plus

Qualifications

Must Haves

• 1–4 years of experience that's put you in front of customers directly — support, success, service, or a similar role — ideally with some exposure to a technical or software product, even if you weren't the one building it
• A real interest in the technical side of the product, not just the customer-facing side — you want to understand how things actually work, not just how to explain them
• A methodical troubleshooter's instinct — you check your assumptions before you escalate, not after
• Comfort using data as a tool — reviewing logs, pulling trends, and letting the numbers guide a decision instead of avoiding them
• Clear, warm writing — you can walk a non-technical restaurant owner through a fix without sounding like a manual
• Genuine, active use of AI tools in your daily work, not just familiarity — this is what AI Native looks like day to day for us: AI isn't a novelty, it's infrastructure
• A drive to go beyond the baseline fix and actually solve the underlying problem — our Overachiever Fever value in practice — balanced with enough Humility Ability to ask questions before you advocate, and to happily hand credit to someone else's better idea
• Composure under ticket volume, including during incidents — the kind of steadiness that lets you Be a Good Host even when things are actively on fire
• Remote. Mandatory to work some evenings and weekends

Nice to Haves

• no prior experience with these exact tools required, but comfort with similar ticketing, analytics, or support tooling is a plus

Benefits

• Remote work arrangement with occasional trips to HQ
• Equity included in offer package