Product Support Specialist, Archiving & Data Services

Interested in a mission-driven job helping hundreds of libraries, archives, and social-good nonprofits meet their goals in providing open access to archived information from the web? Enjoy working with a diverse, distributed team supporting and growing services and products critical to institutions around the world? 

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 working collaboratively to advance our shared goal of “Universal Access to All Knowledge.” The Archiving & Data Services group provides a suite of paid, SaaS, and free products, as well as community programs, focused on the archiving, management, analysis, and accessibility of digital information. Its services are used by over 1,500 organizations around the world.

The Archiving & Data Services group is seeking a Product Support Specialist to deliver world-class support to the users of our products and services, including our Archive-It web archiving service and our other services for preserving and accessing digital archives. The Product Support Specialist will act as the main contact for our users, supporting the work of hundreds of libraries, cultural heritage, and mission-driven organizations, understanding their preservation and access needs, and 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 supporting our user communities and working closely with a fully remote team of engineers, managers, and product and operations staff. The role also involves special projects, contributing to product development and testing, help documentation and videos, collection building and stewardship, and representing the Archiving & Data Services team and the Internet Archive in the professional community.

Key Responsibilities:

• Primarily, work to resolve technical support issues, assisting partners in troubleshooting issues and maintaining the quality of archived collections of digital materials from many sources and of many types and formats.

• Onboarding and educating new partners including conducting webinars, trainings, and one-on-one consultations. This also includes support for business operations, including contract, invoice, and leads management.

• Work directly with other product staff and engineers on technical issues and product improvements including user testing, help documentation, and project management.

• Assist our users in building and managing digital collections using our products, including acquisition, quality assurance, metadata, and other aspects of collection management.

• Participate in support operations for a portfolio of archiving, preservation, and access products and services used by thousands of libraries, archives, and memory institutions and instill a spirit in continuous attention and process improvement while supporting our services and our users.

• Represent Archiving & Data Services and promote our services and Internet Archive via conference presentations, workshops, professional events, and community engagement.

Qualification and Skills:

• Experience in technical support, supporting web-based technology services, and/or public facing user support, with attention to improving customer experiences, is strongly preferred.

• Experience working with external users, developing knowledge centers and related resources, and conducting in-person and virtual training and workshops is strongly preferred.

• Exceptional written, communication, and presentation skills.

• Relevant educational degree or work equivalent, as well as experience working with products and services for libraries or non-profits is preferred.

• Comfortable learning new tools and working with engineers and a fully remote team.

• Must be able to manage multiple projects, deadlines, priorities, and responsibilities.

• Knowledge of archiving, digital library principles and practices, or experience with technology services for public-good institutions is a plus.

• Experience using quantitative and qualitative data to solve business and product issues is a plus.

• Ability to work in and enjoy a loosely structured, creative work environment that rewards mission-driven self-starters.

• Flexibility, a sense of humor, and an inquisitive spirit are appreciated.

• The role will require some travel, both to in-person team meetings and to external conferences and similar user and community events.

• References must be made available upon request.

Job Classification: Full­time, exempt

Job Details: Remote applicants preferred. We have headquarters in San Francisco and Vancouver and candidates in those locations will have the option for hybrid remote/in-office arrangements. 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 based on living in the San Francisco, CA region. Compensation may be adjusted based on the geographic location of the finalist.

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.