Product Support Specialist - Remote

Overview

Aleph is searching for a highly motivated Product Support Specialist to be our first dedicated support hire. This role is critical in building a docs-first support engine that blends excellent human support with crisp, scalable documentation.

In Short

• Run the support queue in Pylon: triage, reply, resolve, escalate, and close the loop.
• Build and maintain the knowledge base, acting as editor-in-chief.
• Turn tickets into insights for Product/Engineering feedback.
• Measure and report key operating metrics for support.
• 2+ years of experience in customer support or service.
• Support excellence & empathy with a solution-oriented approach.
• Strong technical writing skills for documentation.
• Systems thinker for designing scalable workflows.
• Excellent communication skills for customer interactions.
• Ownership mentality with a proactive approach to support.

Requirements

• 1+ year in a high-growth startup environment (nice-to-have).
• AI-nativeness and familiarity with LLMs (nice-to-have).
• Exposure to B2B SaaS and Finance/FP&A concepts (nice-to-have).
• Comfort with lightweight tooling for knowledge bases (nice-to-have).

Benefits

• Remote-first opportunity focusing on candidates within the Americas.
• Equal opportunity employer committed to diversity and inclusion.