AI SUPPORT ANALYST – GENERATIVE AI, M365 & TECHNICAL SUPPORT

AI SUPPORT ANALYST – GENERATIVE AI, M365 & TECHNICAL SUPPORT

ROLE SUMMARY

We are seeking a Level 2.5 AI Support Analyst to act as the front line for end-user AI, answering user questions across the firm's AI portfolio and capturing every query in a structured way. You will resolve what you can, escalate what you cannot, and document each interaction so that the knowledge feeds a future AI support agent. Each analyst maintains broad coverage of the full portfolio while owning one product as point of contact.

KEY RESPONSIBILITIES

• Answer all user questions across channels - helpdesk tickets, support channels, email, and direct queries - for the full AI portfolio.
  
• Document every query and resolution in a consistent, structured format to build the knowledge base and feed the future AI support agent.
  
• Resolve common and intermediate issues at first contact; escalate complex engineering issues to Level 3 with clear, complete context.
  
• Assist Level 3 engineering and QA testers - reproduce issues, gather evidence, and validate fixes.
  
• Own one AI product as point of contact (POC) while maintaining working knowledge of the full portfolio; provide cover for the partner location.
  
• Maintain and improve self-help content, FAQs, and how-to guidance for end users.
  
• Support a clean handover of open items between locations at shift change.
  

QUALIFICATIONS & EXPERIENCE

• Good years of experience in a technical support, service desk, or application-support role in an enterprise environment.
  
• Familiarity with M365 and a strong interest in AI products; ability to learn new AI tools quickly.
  
• Experience using ticketing and knowledge tools (e.g., ServiceNow, Jira/Confluence).
  
• Strong verbal and written communication skills, high comfort with end-user engagement, and ability to listen patiently.
  
• Experience reading and writing technical documentation.
  
• Experience mentoring teammates and colleagues, strong knowledge-sharing habits, and a history of team development.
  
• For Montreal, bilingual English/French is an asset.
  

CORE SKILLS

• Self-starter, self-directed, team player, with collaboration and handover across locations.
  
• Strong communicator with customer-focused troubleshooting and triage across multiple channels.
  
• Technical writing experience, disciplined and structured documentation, and query capture.
  
• Mentorship and technical knowledge transfer both upstream and downstream.
  
• Knowledge of ITIL and escalation, with complete context provided to Level 3 and QA.
  
• Quick learner, keen to stay on top of the fast-moving AI environment and current on products and features.