Product Specialist

Siena AI • New York, NY

5d • Remote

About The Position

As a Product Specialist at Siena, you will become the resident expert on the company's platform, understanding its end-to-end functionality, individual agent behaviors, and their integrated system dynamics. You will take deep ownership of a specific product surface, diagnose issues with authority, and serve as the liaison between customers and the Product Manager to influence future product direction. This role is designed for individuals who are "T-shaped," possessing broad knowledge of the entire platform while specializing deeply in one or two agents. You will gain a comprehensive understanding of the product, including prompt engineering, configuration, and deployment, and apply this expertise across various product-related activities. This is a hands-on, product-focused position, not merely a ticket-resolution role. While you will manage a support queue, the primary objective is to gain insights into real-world product behavior. The role thrives on a continuous loop of learning the product, diagnosing agent behavior, enabling users, identifying trends, providing product feedback, and repeating the cycle. It is ideal for individuals who have a history of proactively identifying product gaps and advocating for roadmap changes, and who are excited to engage in diverse product-related tasks with aspirations for growth in product management, product marketing, or deployment roles.

Requirements

• Product-minded above all: you go outside your job description to champion change and influence what gets built.
• You've taken themes across tickets or customer feedback and used them to push product or roadmap direction.
• Genuinely curious about how things work under the hood, happy to roll up your sleeves. You don't see a support queue as beneath you.
• A clear communicator who moves between technical and non-technical people without losing either.
• AI-native: you use AI tools to do real work at scale, and you reach for new ones without being asked.
• You want into product, fast and deep.
• Based in EMEA or North America for strong timezone crossover with the team.

Nice To Haves

• Worked in e-commerce or DTC brands, social media or community management, or done hands-on CX at scale.
• Hands-on with APIs, Shopify themes, prompt engineering, or user research.

Responsibilities

• Own a defined Siena product surface and become its resident expert.
• Learn the platform cold: how the agents behave, how they work together, prompt engineering, config, deployment.
• Diagnose agent behavior with authority: product, config, or customer setup.
• Run the feedback loop to the PM: turn the patterns you see across customers into clear, prioritized signal that shapes the roadmap.
• Own enablement: the docs, guides, and live-chat material that sit between too-technical and too-marketing.
• Run webinars and demos, support sales, and do the market research the team needs.
• Work the support queue on your surface, not as overflow, but as your direct line to how the product behaves.

Benefits

• Great salary plus equity or stock grants.
• Learning budget.
• Premium accounts (ChatGPT, Claude, Perplexity Pro, Cursor, Lovable) plus a quarterly budget for new tools.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed