AI Product Support Specialist

Tech Pipeline is currently assisting a major financial services provider headquartered with improving their internal processing systems. We specialize in fixing operational drag where data goes bad or processes get stuck. Our AI Product Support Specialist will focus on identifying and resolving friction points within these systems to keep work moving smoothly.

About the role
Companies often have tools that do not quite talk to each other, leading to backlogs and manual work. In this role, you will be on the front lines of maintaining an AI-aided workflow for our financial services client. You will not be focused on high-level theory or broad research. Instead, you will look at why a specific file failed to process, why a routing rule sent a request to the wrong team, or why a model output requires a manual correction. It is a permanent, full-time remote position that requires a sharp eye for detail and the ability to trace problems back to their source of truth in the system.

What you will be doing

• Monitor incoming data flows to ensure AI models are categorizing and routing documents correctly.
• Review system logs and error reports to identify where processes are stalling or failing.
• Manually intervene in backlogs to resolve exceptions that the automated system cannot handle.
• Update internal documentation and SOPs as you discover new edge cases in the data.
• Communicate with internal operators to understand where they are experiencing friction in their daily tasks.
• Perform regular reconciliations to ensure that the system output matches the expected financial records.
• Run basic scripts or queries to pull performance reports for the operations team.
• Contribute to the upkeep of our knowledge base by documenting specific fixes and routing rules.

What we need from you

• Strong analytical skills with a focus on finding the ground truth in messy datasets.
• The ability to write clearly and explain technical issues to team members without being wordy.
• A basic understanding of how data moves through web applications and databases.
• Comfort working with spreadsheets and performing repetitive checks with high accuracy.
• A logical approach to troubleshooting where you break problems down into smaller pieces.
• Openness to feedback and a willingness to learn the specifics of complex financial operations.
• Reliability in a fully remote setting where you manage your own schedule and tasks.

Helpful background

• Familiarity with basic scripting or database queries such as Python or SQL.
• Previous experience in a customer-facing or internal support role for any piece of software.
• Exposure to financial tools or enterprise resource planning systems during your studies or past work.

What the role offers

• Competitive pay that reflects the technical nature of the work and current market standards.
• Fully remote work life where you can design a workspace that suits your needs.
• Direct experience working on the operational stack of a large financial institution.
• A path to learn more about systems engineering and process automation.
• A stable, permanent position with a team that values practical results over corporate theater.
• Opportunity to work with concrete technical tools and real-world operational problems.

Working at Tech Pipeline
At Tech Pipeline, we avoid unnecessary meetings. Most of our communication happens through written documentation and weekly updates because we believe the focus should stay on solving the problem, not talking about it in a slide deck. We work remotely but remain very close to the technical reality of our clients. Our goal is always to deliver a system that is healthier and more transparent than how we found it. We value people who are curious about how things work and who feel a sense of satisfaction when a stalled process finally starts moving again. This role is a chance to move past theory and handle the actual logs and configurations that power modern financial services.