Customer Support Specialist
Core
First-line support for patent attorneys and in-house IP teams using an AI platform for invention harvesting, patent generation, and litigation.
Role type
Customer Support Specialist (AI Product)
Builds
AI platform for IP management (invention harvesting, patent generation, litigation, licensing)
Domain
Legal Technology / Artificial Intelligence
Deliverable
production ML models | product features | dashboards & analysis
Required skills
ticket triage, written communication, technical product troubleshooting, documentation creation, stakeholder management, process improvement
Preferred skills
paralegal qualifications, patent practice experience, support tooling experience, AI product familiarity, computer science degree
Technologies
Intercom, Zendesk, Linear, Pylon, Slack Connect, Loom
Responsibilities
Own first response on inbound support tickets via email, chat, and Slack; resolve login, browser, and account configuration issues; triage complex tickets to attorneys or engineers; build help docs and self-serve answers; feed customer insights into product decisions; collaborate with CSMs and attorneys.
Seniority
Individual Contributor, early-stage startup