Product Support Specialist

We are looking for a Product Support Specialist to help deliver world-class support to users of our products and services, including Archive-It web archiving service and other services for preserving and accessing digital archives. This role will serve as the primary contact for our users, supporting the work of hundreds of libraries, cultural heritage organizations, and mission-driven institutions. They will understand the preservation and access needs of these organizations, aggregating data-driven insights to improve our suite of services and develop new products and programs for the library community.

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The role is responsible for resolving support issues (both technical and account-based), conducting training, workshops, and events to support our user communities, and working closely with a fully remote team of engineers, managers, product staff, and operations staff. The role also involves working on special projects, contributing to product development and testing, creating documentation and help videos, building collections and providing stewardship, and representing the Archiving & Data Services team and the Internet Archive in the professional community.

Key Responsibilities:

• Resolve technical support issues, troubleshoot user issues, and maintain the quality of archived collections of digital materials from many sources and of various formats. 
• Follow up with prospective leads by providing tailored product demos, trials, and relevant information to support evaluation and conversion.
• Onboard and educate new partners by providing training and one-on-one consultations. 
• Plan and execute end-to-end, one-time web archiving projects for users, including scoping, setup, capture, quality assurance, and delivery of archived content.
• Work directly with other product staff and engineers to address technical issues and implement product improvements. This may include QA testing, writing help documentation, and project management.
• Represent Archiving & Data Services and promote our services and Internet Archive via conference presentations, workshops, professional events, and community engagement.

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 Qualifications and Skills:

• Experience providing technical support for web-based services or public-facing tools, with a focus on improving user experiences. 
• Hands-on experience using support ticketing systems, support workflows, and developing/maintaining clear knowledge base documentation.
• Familiarity with tools like Zendesk, Zoom, Jira, and Confluence (or comparable platforms) for support operations, collaboration, and project management.
• Strong preference for candidates with experience conducting both in-person and virtual trainings or workshops.
• Exceptional written, verbal, and presentation skills.
• Eagerness to learn and adopt new technologies.
• Familiarity with digital preservation, library technology, or services for mission-driven institutions is a plus.
• Proven ability to manage multiple projects, deadlines, and responsibilities simultaneously.
• Ability to travel for in-person team meetings, conferences, and community events.

The best candidates for this role will: 

• Be comfortable working with new tools and collaborating on a fully remote team.
• Thrive in a loosely structured, creative, mission-driven work environment; self-starter mentality is key.
• Bring flexibility, curiosity, and a good sense of humor to their work.