Product Specialist II

This Position

Reporting into the Product Team, this is an important role in an early-stage company and a unique opportunity to build and support products that will rapidly scale. Your impact, experience, and professional growth over the next few years will be unmatched in a lean business with tightly aligned teams working towards a shared purpose.

This role sits between our front-line support and our most advanced technical work. You will own resolution — not just triage — for the issues that reach you, author the documentation that keeps them from coming back, share the general support queue with the other Product Specialists, and anchor our West Coast coverage. This position is required to work PST hours (8am to 5pm PST).

What you own outright is AI concerns and support: the questions customers raise about how our AI behaves, starting with prediction concerns where a field was coded differently than expected. These are our most product-critical tickets — they need real investigation, not a scripted answer — and today they are spread across several people. This role brings them under one owner, and makes that person the one we bring into customer conversations when someone wants to understand how the AI actually works.

In this role, you can expect to:

• Become a subject matter expert across the PredictAP product suite — the person who can answer the hard questions and clarify the documentation.
• Main areas of responsibility include:
• AI Concerns & Support (primary focus):
• Own AI concerns end to end — prediction concerns where our AI coded a field differently than the customer expected, and any question about how the AI is behaving for an account
• Work out what you're actually looking at — a product defect, expected model behavior, a customer configuration or data issue, or a gap in low-confidence flagging — and build the evidence for it: example invoices, expected versus predicted, and how often it's happening
• File well-formed prediction concern tickets in Jira linked to the originating support ticket, hand the concern to your manager with your findings when it needs product, data, or engineering, and stay close as the person who knows the case best
• Own the communication loop with the customer and Customer Success, and validate the fix against the original examples before the concern is closed
• Spot patterns across accounts — recurring fields, document types, vendors, accuracy regressions — and surface them with the numbers behind them
• Be the person we bring into customer conversations to explain how the AI works: how the model learns from their coding history, what drives a confidence score, what they can do to improve results, and where the model still needs review
• Product Support (shared queue):
• Work the general support queue alongside the other Product Specialists — pull tickets, own what you take, and help keep the queue moving
• Resolve Tier 1 and Tier 2 issues independently on most of the tickets you take, reproducing and diagnosing before escalating
• Escalate through the defined path when an issue needs deeper technical investigation, with a clear, complete write-up
• Serve as the primary responder during PST hours, covering West Coast customers and issues that land late in the East Coast day
• Provide same-day continuity across the shift handoff in both directions, with notes the next rep can act on
• Be the face of PredictAP to the customer, meet or beat first-response and resolution SLAs, and keep assignment, tagging, and status current so any rep can see where a ticket stands
• Product Documentation:
• Author and maintain help center and internal knowledge center content for the issues you resolve most often, using agreed company-wide terminology and the PredictAP brand voice
• Turn recurring questions into self-service content and measure whether it actually deflects volume; keep documentation current as the product changes and flag gaps that need a larger effort
• Customer Engagement:
• Join live customer calls with Customer Success to answer complex product questions in the moment, and act as the product expert on escalation calls — what happened, why, and what comes next
• Support onboarding check-ins, business reviews, and post-incident follow-ups where deep product knowledge is required
• Prepare by reviewing the customer's configuration, coding history, and open tickets so your answers are specific to them, and feed what you learn back into documentation and product feedback

Experience & Qualifications:

• 3+ years of prior experience in a product support role, preferably in a SaaS environment
• Demonstrated ability to independently resolve Tier 2 issues, not just triage and route them
• Analytical curiosity: comfortable digging through examples to find the pattern, and quantifying how often something happens rather than describing it anecdotally (experience with SQL & Snowflake is a plus)
• Comfortable working with AI-driven product behavior, including explaining probabilistic output to customers who expect a deterministic result
• Able to explain how an AI model behaves to a non-technical audience—credibly and in plain language, without overclaiming and without hiding behind jargon
• Excellent written and verbal communication skills, including the ability to explain a technical issue to a non-technical user
• Comfortable representing PredictAP on live customer calls and thinking on your feet when the questions get detailed
• Strong organizational and follow-through skills, with the ability to manage multiple customers and priorities in a fast-paced environment
• Comfortable working with a high degree of independence during hours when much of the team is offline
• Experience authoring customer-facing documentation or help center content is a plus
• Exposure to accounts payable, accounting, ERP, or real estate software is a plus
• Experience and desire to work in a totally remote company. Experience in a start-up environment is preferred.
• This position is required to work PST hours (8am to 5pm PST)