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 Exp