Remote Technical Support Specialist

AuraOne Human Data is hiring a Remote Technical Support Specialist on a contract basis for a remote review track focused on evaluating AI outputs across remote technical support specialist operations workflows. Reviewers assess workflow correctness, policy adherence, and stakeholder fit, document operational risk, and specify the appropriate next step for the modeling team.

This role is built around consistent, rubric-based review. You will evaluate real, ticket-linked AI responses, capture clear reasoning tied to the applicable playbooks or firm guidance, and help keep reviewer quality calibrated across inter-rater cycles.

What you’ll do

• Review AI outputs against current remote technical support specialist operations workflows, playbooks, and firm policy for assigned cases.
• Grade tone, escalation logic, and stakeholder fit using 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 the corrected approach.
• Adjudicate disputed treatments by aligning decisions to published playbooks or firm guidance.
• Maintain reviewer-quality scores through inter-rater calibration cycles.

What you’ll need

• Direct working experience in remote technical support specialist operations on real teams for operations-review work.
• Comfort applying multi-page rubrics consistently across long batch reviews.
• Clear written reasoning that names the specific policy or workflow being applied.
• Strong attention to detail, including the ability to identify when a prompt is the problem.
• Reliable async availability for at least 10 hours per week.

Work model

• Remote with US eligibility.
• Independent specialist contractor.
• Employment type: CONTRACTOR.
• Applicants must be authorized to work from the US.

Compensation

Hourly rate confirmed after the interview process.

How to apply

• Apply through AuraOne’s specialist intake for role-specific routing and review.
• Final project scope, schedule, and contractor terms are confirmed before placement.

Nice to have

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

Example tasks

• Grade a model’s response to a real remote technical support specialist operations ticket, rating workflow, tone, and escalation.
• Flag a missed escalation with the correct severity tag and provide the 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.

Skills: Operational review, Policy adherence, Workflow judgment, Stakeholder communication, Remote Technical Support specialist operations.