Technical Support Specialist

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Slang AI is redefining customer engagement through conversational AI, making every interaction seamless and efficient. Our mission is to transform the restaurant industry by providing the ultimate voice AI solution for consistently outstanding customer experiences.

At Slang AI, we believe how we build matters just as much as what we build. We foster a culture rooted in hospitality, ownership, and clarity, where every “Slangsta” feels valued, supported, and connected to the broader impact of our work in the AI-powered future of restaurants.

What Your Experience Will Be:

As a Technical Support Specialist at Slang AI, you will play a critical role in delivering a high-quality, reliable support experience for our customers. You will serve as the frontline technical expert responsible for owning Tier 1 and Tier 2 support, ensuring fast, thoughtful, and effective resolution of customer issues across phone, email, and ticket-based channels.

Your experience will blend technical troubleshooting, customer communication, and operational improvement. You will work closely with Customer Success, Implementation, Product, and Engineering to resolve issues, identify trends, and continuously improve how support scales as Slang grows. This role is remote and may require occasional participation in company offsites.

Why You Belong Here and How You Will Grow:

At Slang, trust is foundational to every relationship, starting internally as a Slangsta and extending through every customer interaction. We value people who take pride in their work with humility, curiosity, and a strong sense of ownership.

Our Customer Team is built on high service standards, collaboration, and a belief that support is not just reactive, but strategic. Learner Fervor is one of our strongest attributes. You will be encouraged to deeply understand our product, our customers, and our systems, while also contributing ideas that improve how we support at scale.

You will grow not only as a technical professional, but as a problem solver and systems thinker. From regular team training to 1:1 coaching, cross-functional collaboration, and exposure to product feedback loops, we support your journey toward meaningful impact and continued development.

What Success Looks Like:

Customer Support & First Response Ownership:

Serve as the primary owner of Tier 1 support, delivering fast, empathetic, and accurate first responses across phone, email, and ticket-based channels. Meet or exceed established SLAs and response time targets while setting clear expectations with customers and driving issues toward timely resolution.

Tier 2 Technical Troubleshooting & Escalation Ownership:

Own more complex, product-specific issues including integrations, system behavior, and data flow. Determine when and how to elevate issues to Product or Engineering while maintaining end-to-end ownership of customer communication and resolution. Investigate root causes through tools such as logs, system configurations, and API-level analysis when needed.

Customer Communication & Trust:

Communicate clearly and confidently with customers during active issues, translating technical concepts into understandable language. Ensure customers feel supported, informed, and respected throughout the troubleshooting and resolution process.

Knowledge Base & Enablement:

Build, maintain, and continuously improve internal and external knowledge base content to reduce repeat issues, improve time-to-resolution, and enable self‑service for both customers and internal teams.

Automation & Scale:

Identify opportunities to automate common workflows, responses, and diagnostics. Contribute to tooling, macros, and processes that allow Support to scale efficiently without sacrificing service quality.

Product Feedback & Insights:

Surface recurring issues, customer sentiment, and product gaps through structured feedback loops. Partner with Product and Customer Experience leadership to translate support data into actionable insights that influence roadmap and reliability improvements.

Operational Excellence & Metrics Ownership:

Own and track key support metrics including first…