Technical Customer Support Specialist

Technical Customer Support Specialist

Team: Support (Mexico) Fluency in spoken English is required for this position

Prolific

Prolific is not just another player in the AI space—we are the architects of the human data infrastructure that's reshaping the landscape of AI development. In a world where foundational AI technologies are increasingly commoditized, it's the quality and diversity of human-generated data that truly differentiate products and models.

The Role

As a Technical Customer Support Specialist at Prolific, you will be the primary support partner for AI-focused customers using our platform to power model training, evaluation, benchmarking, and human data collection initiatives. This role sits at the intersection of high-touch customer support and deep technical problem-solving. You will work closely with AI labs, research teams, and engineering stakeholders to help them design, launch, and optimize complex human-in-the-loop workflows on Prolific.

You’ll combine account support with API expertise, troubleshooting, and proactive consultation, ensuring our AI customers can run high-quality, large-scale data collection projects with confidence. You will collaborate cross-functionally with Customer Success, Engineering, Product, Human Data Operations, and Service Delivery to resolve issues quickly, uphold SLAs, and continuously improve the customer experience.

This role is ideal for someone who enjoys working in fast-moving AI environments, thrives on solving complex technical challenges, and is motivated by delivering meaningful impact for strategic customers.

What you'll be doing

• Serve as a dedicated technical support partner for AI organizations running model training, evaluation and annotation projects on Prolific.
• Deliver exceptional, high-touch support to strategic and high-priority AI accounts, ensuring timely and effective resolution of complex queries.
• Act as an escalation point for Customer Success and Sales on AI-related technical and operational challenges.
• Maintain proactive, clear communication during incidents or high-volume launches, ensuring adherence to SLAs and strong expectation management.
• Support specialist participant groups (e.g., AI Taskers and Domain Experts) involved in AI projects, ensuring smooth workflows and rapid issue resolution.
• Act as a bridge between AI customers and internal teams (Product, Engineering, Human Data Operations, Service Delivery, and Customer Success).
• Proactively collect structured feedback from AI organizations to inform product discovery and platform improvements.
• Identify patterns in customer challenges and recommend scalable solutions that improve both customer outcomes and internal processes.
• Be the primary point of contact for API integrations between AI customers’ internal systems and Prolific.
• Diagnose and troubleshoot issues related to task routing, participant segmentation, automation workflows, and API-driven pipelines.
• Investigate integration errors, analyze logs, and identify root causes using observability and data tools (e.g., Datadog, Metabase, Deepnote, Postman).
• Escalate bugs and incidents to Engineering with clear reproduction steps, impact summaries, and structured reporting.
• Collaborate with Service Delivery to minimize disruption during incidents and contribute to continuous improvement of incident management processes.
• Advise customers on best practices for designing AI-related studies, including annotation tasks, evaluation frameworks, human-in-the-loop feedback loops, and expert review workflows.
• Support large-scale AI data collection initiatives, ensuring quality control mechanisms and operational processes are effective and scalable.
• Provide guidance on optimizing API usage and automation to improve efficiency and reliability of AI data pipelines.
• Maintain deep expertise across Prolific’s API, participant ecosystem, AI Tasker workflows, and new feature releases.
• Create and maintain technical documentation and best-practice guidance for AI customers integrating with Prolific.

What you’ll bring

• Strong spoken English skills and the ability to communicate effectively in a professional environment
• Experience supporting AI/ML-focused organizations, ideally within model training, LLM development, evaluation, or data annotation environments.
• Understanding of AI development workflows such as supervised fine-tuning, reinforcement learning from human feedback (RLHF), dataset curation, benchmarking, and red-teaming.
• Strong API troubleshooting skills and familiarity with integration debugging and automation workflows.
• Experience using observability and data tools (e.g., Datadog, Metabase, Deepnote, Postman) to diagnose technical issues.
• Ability to interpret logs, identify root causes, and communicate effectively with engineering teams.
• Experience writing or maintaining technical documentation for APIs or integrations.

Even better if you have 

• Knowledge of industry-specific regulations, like Cyber Essentials, SOC2 an ISO 27001.
• Experience with scripting and using APIs to automate manual processes.
• A background in technical support.

Why Prolific is a great place to work

We've built a unique platform that connects researchers and companies with a global pool of participants, enabling the collection of high-quality, ethically sourced human behavioral data and feedback. This data is the cornerstone of developing more accurate, nuanced, and aligned AI systems.

We believe that the next leap in AI capabilities won't come solely from scaling existing models but from integrating diverse human perspectives and behaviors into AI development. By providing this crucial human data infrastructure, Prolific is positioning itself at the forefront of the next wave of AI innovation—one that reflects the breadth and the best of humanity.

Working for us will place you at the forefront of AI innovation, providing access to our unique human data platform and opportunities for groundbreaking research. Join us to enjoy a competitive salary, benefits, and remote working within our impactful, mission-driven culture.

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