AI Platform Support Technician

SUMMARY

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

The ideal
candidate is technically hands-on, strong in troubleshooting, comfortable with
Git and scripting, and able to communicate clearly with US-based users in
English.

JOB
RESPONSIBILITIES

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

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

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

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

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

QUALIFICATIONS

·       3+ years IT / MSP / application
support 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 LLM
assistant (Claude, ChatGPT, Copilot) in real work.

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

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

·       Nice to have

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

JOB
REQUIREMENTS

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

·       Should be
amenable to a permanent night shift schedule.