Strategic Support Specialist at Prolific

Prolific

Mexico City·2h ago

Mid LevelFull-timeAIAPIML

Salary Range

$12,750 - $17,250 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Strategic Support Specialist to join our team at Prolific. This role focuses on providing high-touch support to AI-focused customers using our platform for model training, evaluation, benchmarking, and human data collection.

Key Responsibilities

→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 involved in AI projects, ensuring smooth workflows and rapid issue resolution.
→Act as a bridge between AI customers and internal teams.
→Proactively collect structured feedback from AI organizations to inform product discovery and platform improvements.
→Identify patterns in customer challenges and recommend scalable solutions.
→Be the primary point of contact for API integrations between AI customers’ internal systems and Prolific.
→Diagnose and troubleshoot issues related to task routing, participant segmentation, automation workflows, and API-driven pipelines.
→Investigate integration errors, analyze logs, and identify root causes using observability and data tools.
→Escalate bugs and incidents to Engineering with clear reproduction steps and structured reporting.
→Collaborate with Service Delivery to minimize disruption during incidents and contribute to continuous improvement of incident management processes.
→Advise customers on best practices for designing AI-related studies.
→Support large-scale AI data collection initiatives, ensuring quality control mechanisms and operational processes are effective and scalable.
→Provide guidance on optimizing API usage and automation to improve efficiency and reliability of AI data pipelines.
→Maintain deep expertise across Prolific’s API, participant ecosystem, AI Tasker workflows, and new feature releases.
→Create and maintain technical documentation and best-practice guidance for AI customers integrating with Prolific.

Requirements

✓Experience supporting AI/ML-focused organizations, ideally within model training, LLM development, evaluation, or data annotation environments.
✓Understanding of AI development workflows such as supervised fine-tuning, reinforcement learning from human feedback (RLHF), dataset curation, benchmarking, and red-teaming.
✓Strong API troubleshooting skills and familiarity with integration debugging and automation workflows.
✓Experience using observability and data tools to diagnose technical issues.
✓Ability to interpret logs, identify root causes, and communicate effectively with engineering teams.
✓Experience writing or maintaining technical documentation for APIs or integrations.