Technical Support Expert

Technical Support Expert is a remote review track for evaluating AI outputs across technical support specialist operations workflows. Reviewers grade workflow correctness, policy adherence, and stakeholder fit; flag operational risk; and document the right next step so the modeling team can train on it.

Why this role matters

Technical Support specialist operations AI has to fit into an actual day at work. AuraOne uses experienced operators to grade outputs the way a senior peer would --- checking workflow, policy, and the unwritten rules that decide whether a task actually gets done.

Responsibilities

• Review AI outputs against current technical support specialist operations workflows, playbooks, and firm policy for Technical Support Expert assignments.
• Grade tone, escalation logic, and stakeholder fit on a structured rubric.
• Flag operational risk, missed escalations, and policy-adherence gaps with severity tags.
• Capture the right next step so the modeling team can train on it.
• Adjudicate disputed treatments against published playbooks or firm guidance.
• Maintain reviewer-quality scores in inter-rater calibration cycles.

Qualifications

• Direct working experience in technical support specialist operations on real teams for Technical Support Expert work.
• Comfort applying multi-page rubrics consistently across long batches.
• Clear written reasoning that names the policy or workflow being applied.
• Strong attention to detail and the ability to flag when a prompt itself is the problem.
• Reliable async availability for at least 10 hours per week.

Example tasks

• Grade a model's response to a real technical support specialist operations ticket and rate workflow, tone, and escalation.
• Flag a missed escalation with the right severity tag and corrected next step.
• Adjudicate a disputed playbook call between two reviewers using firm guidance.Audit a 25-row batch for rubric consistency and report drift to the program lead.

Nice to have

• Prior experience training, calibrating, or QA-ing operations teams.
• Familiarity with AI-assisted workflow tooling and its failure modes.
• Bilingual experience for cross-region operations.

Skills

• Operational review
• Policy adherence
• Workflow judgment
• Stakeholder communication
• Technical Support specialist operations
• AI model evaluation
• Analytical thinkingLLM experience
• Data annotation
• Literacy
• Presentation developmentAI

Work model

Remote --- US-eligible. Remote · Independent specialist contractor. Employment type: CONTRACTOR. Applicants must be authorized to work from US.

Compensation

Hourly rate confirmed after the interview process.