AI Platform Support Technician

SUMMARY

We are lookingfor an AI Platform Support Engineer with a strong IT/application supportbackground and hands-on experience troubleshooting APIs, integrations, logs,and AI/LLM tools. The role will serve as the first line of technical supportfor the AI platform, resolve incidents, assist users with Claude and other AItools, and work closely with Engineering on complex issues.

The idealcandidate is technically hands-on, strong in troubleshooting, comfortable withGit and scripting, and able to communicate clearly with US-based users inEnglish.

JOBRESPONSIBILITIES

·       Be the first responder for AI platformincidents: gateway pack failures, MCP server errors, app defects, integrationbreakage. Reproduce, diagnose against runbooks, resolve what's yours.

·       Escalate the rest to engineering as a completepackage reproduction step, logs, the runbook step that failed. You are thefilter that keeps the developers developing.

·       Support our staff using Claude day to day:access, onboarding, usage-policy questions, live troubleshooting of prompts andconnectors.

·       Build the runbook library in Git. Everyescalation engineering resolve becomes a runbook you own your success metric isa falling escalation rate.

·       Watch platform health proactively withscheduled probes; open the incident before users notice.

QUALIFICATIONS

·       3+ years IT / MSP / applicationsupport with genuine API troubleshooting: HTTP status codes, JSON, logs.

·       Git working knowledge: clone,branch, commit, pull request.

·       PowerShell or Python literacy:read and adjust a diagnostic script.

·       Daily hands-on use of an LLMassistant (Claude, ChatGPT, Copilot) in real work.

·       Strong written English you willauthor runbooks and user-facing notices unaided.

·       Experience supporting US-basedusers with real-time overlap, on video, in English.

·       Nice to have

o   ITILv4 Foundation, MicrosoftAI-900 or AZ-900, CompTIA A+ or Security+, ConnectWise exposure.

JOBREQUIREMENTS

·       Should bewilling to accept a long-term work-from-home arrangement.

·       Should beamenable to a permanent night shift schedule.