Product Support Specialist, AI Solutions - (Remote Schedule) - (Open to Various Locations)

US Job Description Firm Information Reed Smith is a dynamic international law firm dedicated to helping clients move their businesses forward. With an inclusive culture and innovative mindset, we deliver smarter, more creative legal services that drive better outcomes for our clients. Our deep industry knowledge, long-standing relationships and collaborative structure make us the go-to partner for complex disputes, transactions and regulatory matters. Our team of 3,000 people (including more than 1,600 lawyers) across more than 30 offices in the United States, Europe, the Middle East and Asia, operate as one global partnership to drive progress for our clients, for ourselves and for our communities. Position Summary The Product Support Specialist, AI Solutions provides day-to-day operational support for the firm’s growing portfolio of AI-enabled products. Reporting to the Senior AI Product Manager, this role supports adoption and enablement efforts through frontline user support, documentation, testing, and issue tracking. The position plays a key role in capturing feedback, maintaining user-facing resources, and helping ensure a consistent and effective user experience across AI tools. The role involves regular collaboration with colleagues in Innovation, IT, and other departments to support solution deployment and ongoing enhancements. Job Duties and Responsibilities Provide first-line support for the AI mailbox, including responding to user inquiries, documenting common issues, and escalating complex matters as needed. Coordinate with IT to track, communicate, and help resolve outstanding technical issues related to AI products such as Harvey, and other tools as they become available. Collaborate with Learning & Development on training initiatives, including scheduling, preparing materials, and delivering training sessions on AI solutions as needed. Help manage and resolve support tickets, ensuring timely follow-up and user satisfaction. Test AI tools and new releases, document findings, and provide feedback to the product and development teams. Provide guidance and support for upcoming product updates, including user communications and basic troubleshooting. Participate in user feedback sessions, gathering insights to help prioritize enhancements. Maintain and update support documentation and FAQs for AI tools and solutions. Proactively take on additional tasks to support responsibilities as needed to support the success of the AI product portfolio. Stay informed about new features, updates, and best practices in legal AI tools and technology. Provide support on special projects or evolving team priorities, as needed, to ensure the successful delivery and adoption of AI products. Perform other duties as assigned. Job duties and responsibilities included are not exhaustive and may be supplemented as necessary. Reed Smith reserves the right to revise or modify job duties and responsibilities at any time. Requirements Education : Bachelor's degree in Computer Science, Information Systems, Business or a related field is preferred. Experience : Minimum of five years of experience in a product support, business analyst, or technology support role, ideally within a professional services or legal environment Experience with AI, machine learning, or legal technology tools is highly desirable. Skills : Strong organizational and documentation skills, with the ability to track user issues and maintain clear, concise support records. Excellent written and verbal communication skills, with the ability to translate technical information for non-technical users and stakeholders. Basic technical troubleshooting skills, including the ability to investigate user-reported issues and identify patterns or escalation needs. Strong collaboration skills, with the ability to work across multiple teams and departments to support AI solution deployment and user enablement Familiarity with legal technology tools such as Harvey, iManage, or ServiceNow, and the ability to develop proficiency in firm-specific platforms Flexible and adaptable, with the ability to thrive in a fast-paced environment and adjust to evolving priorities and business needs. Highly organized and capable of managing multiple priorities, projects, and competing deadlines, maintaining attention to detail and self-directing work, even in a remote or hybrid environment without direct oversight. Proven ability to concentrate for extended periods, think critically, and make decisions in high-pressure situations. Other Supervisory Responsibilities : None Equipment To Be Used : Personal computer and other office equipment such as telephone, calculator, fax, machine, copier, scanner, etc. Essential Job Functions : Ability to sit or stand for extended periods and perform tasks requiring prolonged and / or extensive computer use. Use computers, telecommunications, and digital collaboration tools to perform core job responsibilities. Ability to communicate effectively. Ability to concentrate for extended periods, apply critical thinking to assigned tasks, and take appropriate action in a fast-paced environment Working Conditions : Works remotely. Occasionally called upon to work hours in excess of your normal daily schedule. Potential for in-office work requests as needed, so proximity to the office is important Pay Ranges : This reflects the presently anticipated low and high end of Reed Smith’s pay range for this position. Actual compensation may vary based on factors such as location, skills, and experience. This is a non-exempt position. Hourly and estimated annual compensation ranges by location are as follows : Pittsburgh, Richmond, Denver, Atlanta, all Texas offices : $44.23 - $51.92 / hour (est. $92,000 - $108,000) Miami : $47.18 - $55.38 / hour (est. $92,000 - $108,000) Chicago : $54.85 / hour (est. $98,000 - $115,000) Philadelphia, Wilmington : $47.12 - $55.29 / hour (est. $98,000 - $115,000) Tysons, Princeton, WDC : $50.48 / hour - $59.13 / hour (est. $105,000 - $123,000) New York : $59.89 - $69.78 / hour (est. $109,000 - $127,000) Los Angeles, Century City, Orange County : $52.40 / hour - $61.06 / hour (est. $109,000 - $127,000) Employee Benefits Overview Our comprehensive benefits package includes : 401(k) Retirement Plan Medical Insurance Health Savings Account (HSA) Virtual Health Services Dental Insurance Vision Insurance Accident Insurance Hospital Indemnity Insurance Critical Illness Insurance Life Insurance Short-Term Disability Coverage Long-Term Disability Coverage Flexible Spending Accounts (FSA) Lyra Health Employee Assistance Program (EAP) Paid Family Leave (for eligible Exempt and Non-Exempt staff) College Savings Plan Transportation Benefit Back-up Child Care Services College Coach Program Pet Insurance Paid Sick Time (for Exempt staff) Paid Time Off (available to all full-time, non-temporary employees) Reed Smith offers a challenging work environment, business casual dress code and a total compensation package that includes a competitive salary, flexible benefits program, tuition assistance, and generous 401(k) plan. Reed Smith is an Equal Opportunity Employer with Core Values of Integrity, Excellence, Teamwork & Respect, Innovation, and Impact. Reed Smith also provides reasonable accommodations in accordance with law, including in the application and interview process. Qualified candidates only. No search firms.