Product Support Specialist II

Slang AI

. Serve as the first line of contact for restaurant operators by phone and written channels .

Posted 9/17/2026full-timeRemote • United StatesJunior💰 $70,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer communication skills and a methodical troubleshooting approach, with the ability to manage complex scenarios and translate product issues into actionable engineering work. Familiarity with technical products and data analysis enhances the ability to resolve customer concerns effectively.

Highest-signal resume keywords

Customer-Facing ExperienceMethodical TroubleshootingClear Written CommunicationData Analysis SkillsAI Tool Utilization

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Composure Under PressureWarm Customer CommunicationActive ListeningProblem-Solving

Tools & Technologies

Ticketing ToolsAnalytics ToolsSupport Tools

Industry Keywords

Customer SupportGuest ExperienceProduct LimitationsEngineering TicketsReservation-Platform API

About the role

Key responsibilities & impact

Serve as the first line of contact for restaurant operators by phone and written channels
Triage phones-down emergencies, reservation-platform API issues, feature requests, and guest-experience concerns
Resolve issues using known workarounds or clear explanations when possible
Communicate professionally about expected product limitations
Document real bugs clearly for Product Engineering and keep customers informed during fixes
Route and translate product issues raised by Sales, CX, Ops, Finance, and other teams into actionable engineering work
Identify recurring issue patterns and ensure they become engineering tickets
Manage complex customer scenarios involving multiple internal parties
Resolve routine cancellations, phones-down troubleshooting, login issues, and AI behavior questions independently
Prioritize urgent issues according to service-level and performance expectations
Produce clear bug escalations that Engineering can act on without back-and-forth
Identify documentation gaps and help close them
Provide warm, clear customer communication, especially under pressure

Requirements

What you’ll need

1–4 years of experience in a customer-facing role such as support, success, service, or similar
Ideally some exposure to a technical or software product
Genuine interest in the technical side of the product
Methodical troubleshooting approach
Comfort using data, reviewing logs, and pulling trends
Clear, warm writing and ability to explain fixes to non-technical restaurant owners
Genuine, active use of AI tools in daily work
Ability to ask questions before advocating and give credit to better ideas
Composure under ticket volume and during incidents
Ability to work some evenings and weekends
Experience with similar ticketing, analytics, or support tooling is a plus; no prior experience with Pylon, Linear, Slack, Looker, Cekura, Canny, or Claude required

Benefits

Comp & perks

Equity included in offer package
Senior-level support throughout the role
Remote-first work arrangement
Occasional trips to HQ
Flexible evening and weekend scheduling implied by remote role requirements