Product Support Specialist, AI Solutions

Position summary The Product Support Specialist, AI Solutions provides day-to-day operational support for the firm's growing portfolio of AI-enabled products. Reporting to the Senior AI Product Manager, this role supports adoption and enablement efforts through frontline user support, documentation, testing, and issue tracking. The position plays a key role in capturing feedback, maintaining user-facing resources, and helping ensure a consistent and effective user experience across AI tools.

The role involves regular collaboration with colleagues in Innovation, IT, and other departments to support solution deployment and ongoing enhancements. Job duties and responsibilities
• Provide first-line support for the AI mailbox, including responding to user inquiries, documenting common issues, and escalating complex matters as needed.
• Coordinate with IT to track, communicate, and help resolve outstanding technical issues related to AI products such as Harvey, and other tools as they become available.
• Collaborate with Learning & Development on training initiatives, including scheduling, preparing materials, and delivering training sessions on AI solutions as needed.
• Help manage and resolve support tickets, ensuring timely follow-up and user satisfaction.
• Test AI tools and new releases, document findings, and provide feedback to the product and development teams.
• Provide guidance and support for upcoming product updates, including user communications and basic troubleshooting.
• Participate in user feedback sessions, gathering insights to help prioritize enhancements.
• Maintain and update support documentation and FAQs for AI tools and solutions.
• Proactively take on additional tasks to support responsibilities as needed to support the success of the AI product portfolio.
• Stay informed about new features, updates, and best practices in legal AI tools and technology.
• Provide support on special projects or evolving team priorities, as needed, to ensure the successful delivery and adoption of AI products.
• Perform other duties as assigned. Job duties and responsibilities included are not exhaustive and may be supplemented as necessary. Reed Smith reserves the right to revise or modify job duties and responsibilities at any time. Requirements

Education:

Bachelor's degree in Computer Science, Information Systems, Business or a related field is preferred.

Experience:

Minimum of five years of experience in a product support, business analyst, or technology support role, ideally within a professional services or legal environment.

Experience with AI, machine learning, or legal technology tools is highly desirable.

Skills:

Strong organizational and documentation skills, with the ability to track user issues and maintain clear, concise support records. Excellent written and verbal communication skills, with the ability to translate technical information for non-technical users and stakeholders. Basic technical troubleshooting skills, including the ability to investigate user-reported issues and identify patterns or escalation needs. Strong collaboration skills, with the ability to work across multiple teams and departments to support AI solution deployment and user enablement.

Familiarity with legal technology tools such as Harvey, iManage, or Service Now, and the ability to develop proficiency in firm-specific platforms. Flexible and adaptable, with the ability to thrive in a fast-paced environment and adjust to evolving priorities and business needs. Highly organized and capable of managing multiple priorities, projects, and competing deadlines, maintaining attention to detail and self-directing work, even in a remote or hybrid environment without direct oversight.

Proven ability to concentrate for extended periods, think critically, and make decisions in high-pressure situations. Other

Supervisory responsibilities:

None Equipment to be used:
Personal computer and other office equipment such as telephone, calculator, copier, scanner, etc.

Essential job functions:

Ability to sit or stand for extended periods and perform tasks requiring prolonged and/or extensive computer use. Ability to use…