Product Support Specialist

Description

Interested in a mission-driven job ensuring open access to information for a global audience? Enjoy building products critical to thousands of libraries, non-profits, cultural heritage, and educational organizations worldwide? Internet Archive is seeking a Product Support Specialist for its Archiving & Data Services team. Internet Archive (IA) is a non-profit digital library, top 200 website at archive.org, and an archive of over 99 petabytes of digital information running in many self-owned and operated data centers. Internet Archive also provides mission-aligned services to thousands of organizations worldwide, working collaboratively to advance our goal of “Universal Access to All Knowledge.” 

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. 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.

Qualifications and Skills:

• Experience providing technical support for web-based services or public-facing tools, with a focus on improving user experiences.

• Strong preference for candidates with experience conducting both in-person and virtual trainings or workshops.

• Exceptional written, verbal, and presentation skills.

• Relevant educational degree or equivalent work experience.

• Eagerness to learn and adopt new technologies.

• Familiarity with digital preservation, library technology, or services for mission-driven institutions is a plus.

• Comfortable working with new tools and collaborating on a fully remote team.

• Proven ability to manage multiple projects, deadlines, and responsibilities simultaneously.

• Thrives in a loosely structured, creative, mission-driven work environment; self-starter mentality is key.

• Brings flexibility, curiosity, and a good sense of humor to their work.

• Ability to travel for in-person team meetings, conferences, and community events.

References must be made available upon request.

Job Classification: Full­time, exempt

Job Details: Remote applicants preferred. Candidates will need to have some time overlap with primarily North America (and largely Pacific Time) based colleagues. Compensation and title will be commensurate with experience, and the role is open to candidates of varying seniority with a general, but negotiable, salary range of $50,000 to $65,000. Actual salaries may vary and may be above or below the range based on various factors, including but not limited to work location and experience.

Benefits & Perks:

The Internet Archive is a remote first workplace and provides a comprehensive benefits package including; PTO, paid holidays, and medical benefits. Depending on where you live, we also provide these additional benefits; dental, vision, health savings accounts, flex spending accounts, commuter benefits, short term disability, long term disability and retirement programs.

At the Internet Archive, we believe we do our best work when our employees bring together diverse ideas. Members of all groups under represented in the tech industry and library world are strongly encouraged to apply. We are proud to be an equal opportunity workplace and are committed to equal employment opportunity regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other characteristic protected by applicable federal, state or local law.