L2/L3 Helpdesk Engineer – AI Applications

SUMMARY Candidate do not need extensive AI Platform expertise. The company’s preference is to hire candidates with solid technical support foundations and train them on the organization's AI platforms and processes. Candidate should have Interest in and willingness to learn AI technologies. We are looking for an AI Platform Technical 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 Candidate do not need extensive AI Platform expertise. The company’s preference is to hire candidates with solid technical support foundations and train them on the organization's AI platforms and processes. Candidate should have Interest in and willingness to learn AI technologies. 3+ years IT / MSP / application support 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) 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. JOB REQUIREMENTS Should be willing to accept a long-term work-from-home arrangement. Should be amenable to a permanent night shift schedule.