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, and integration breakage. Reproduce, diagnose against runbooks, and resolve what's yours.

• Escalate the rest to Engineering as a complete package: reproduction steps, logs, and 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, and live troubleshooting of prompts and connectors.

• Build the runbook library in Git. Every escalation Engineering resolves 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 of IT/MSP/application support with genuine API troubleshooting: HTTP status codes, JSON, and logs.

• Git working knowledge: clone, branch, commit, and pull request.

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

• Daily hands-on use of an LLM assistant (Claude, ChatGPT, or 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, and in English.

• Nice to have:

• ITILv4 Foundation, Microsoft AI-900 or AZ-900, CompTIA A+ or Security+, and 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.