Product Support Specialist (New York)

Product Support Specialist

New York City Full-time In-office

About Cassidy

Cassidy is an AI automation platform that helps companies turn complex, manual workflows into fast, reliable automations. We work with leading companies to automate everything from RFP responses to CRM hygiene to internal support. Were backed by top investors and growing fast.

About the Role

Were looking for a Product Support Specialist to help our customers succeed with Cassidy. Youll be the front line for support, working directly with users to troubleshoot issues, resolve bugs, and make sure theyre getting value from the platform. Youll also play a critical role in improving our help resources and feeding customer feedback into the product team.

What Youll Do

Respond to customer questions and issues via email, chat, and video calls

Triage and escalate bugs, product gaps, and edge cases to the engineering team

Work closely with our product and solutions teams to test features and reproduce issues

Help build and maintain help center content, training materials, and internal documentation

Identify patterns in support tickets and share insights that improve product quality and user experience

What Were Looking For

2-4 years in a product support, customer success, or technical support role

Excellent written and verbal communication skills

Comfortable troubleshooting web apps, browser issues, integrations, and APIs

Empathetic and customer-obsessed - you love solving problems and helping people

• familiarity with automation tools, SaaS platforms, or AI products

No visa sponsorship available. Youll need work authorization in the US.

Why Cassidy

Work on the frontier of AI automation with a fast-moving team

High impact role with visibility across product, engineering, and customer success

Competitive compensation and benefits

Office in NYC with great people, cold brew, and whiteboards everywhere