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Customer Support Specialist

We are seeking two proactive and technically curious individuals to join our Support Team as Customer Support Specialists. In this role, you will act as the bridge between our users and the engineering team, helping resolve technical and functional issues with our AI-powered product platform.
You will investigate complex problems, analyze logs and user flows, communicate solutions clearly, and coordinate with technical teams for backend fixes. Support will be provided across multiple channels including Discord, Gmail, live meetings, and other platforms. This role is ideal for someone who thrives in problem-solving, enjoys working directly with users, and can adapt to both IST and US time zones for global support coverage.

Key Responsibilities:

Handle incoming support queries via Discord, Gmail, live meetings, and other communication platforms.
Understand and analyze user concerns, use cases, or complaints. Provide clear, empathetic, and well-structured responses.
Guide users step-by-step through resolutions or workarounds.
Analyze logs, token usage, error messages, and prompt behavior.
Investigate issues related to UI generation, prompt handling, integrations, or APIs.
Use internal tools to inspect backend logs, app state, and prompt response chains.
Summarize and escalate technical issues to engineering with clear documentation.
Collaborate with QA to validate fixes before responding to users.
Contribute to internal documentation, SOPs, and knowledge base articles.
Share patterns from recurring issues to improve support efficiency.

Requirements:

1 to 3 years of experience in Customer Support or Technical Support, preferably in SaaS or AI products.
Strong written communication skills and attention to detail.
Ability to understand product flows, database structures such as Supabase, and frontend or backend logic.
Comfortable with log analysis, debugging steps, and reading JSON or config files.
Familiarity with tools such as Notion, Intercom, Slack, Google Sheets, and ticketing systems.
Willingness to learn more technical support skills, including AI prompt interpretation.
Flexible availability to overlap with US time zones.
Working days: Monday to Saturday

Nice to Have:

Experience with AI tools, app builders, or developer platforms.
Understanding of REST APIs, Supabase, Firebase, or GitHub workflows.
Knowledge of browser dev tools for UI-level debugging.
Experience with AI-generated apps, prompts, or app scaffolding tools.

Why Join Us?

Be part of a next-gen AI startup transforming how apps are built.
Work directly with real users and influence product quality.
Join a fast-paced, collaborative environment where your insights matter.
Tackle unique, token-based platform challenges, so no two days are the same.

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