AI Support Analyst

We are seeking a customer-focused AI Support Analyst Level 2.5 to support enterprise AI tools and assist employees with technical questions, troubleshooting, and product-related issues.

In this role, you will provide end-user support across a portfolio of AI applications, including Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Grok, Google Gemini, and other emerging AI products.

You will resolve common and intermediate issues, document user queries and solutions, and escalate complex technical problems to Level 3 engineering teams. You will also contribute to a structured knowledge base that supports the development of a future AI-powered support agent.

The successful candidate will combine strong technical support skills with excellent communication, documentation, troubleshooting, and knowledge-sharing abilities.

Key Responsibilities

• Provide end-user support for enterprise AI applications through helpdesk tickets, support channels, email, and direAI Support Analyst Level 2.5ct inquiries.
• Troubleshoot and resolve common and intermediate issues across the firm's AI product portfolio.
• Document user queries, troubleshooting steps, resolutions, and escalations in a structured and consistent format.
• Maintain and improve knowledge base articles, FAQs, self-help resources, and user guides.
• Escalate complex issues to Level 3 engineering teams with complete troubleshooting details, supporting evidence, and relevant context.
• Assist engineering and QA teams by reproducing reported issues, gathering evidence, and validating fixes.
• Take ownership of one AI product as the designated point of contact while maintaining working knowledge of the broader AI portfolio.
• Support knowledge transfer and provide coverage for the partner location when required.
• Ensure smooth shift handovers by documenting outstanding issues, ongoing investigations, and required follow-up actions.
• Share technical knowledge with colleagues, mentor team members, and contribute to team development.
• Stay current with new AI tools, features, updates, and enterprise support practices.

Required Qualifications

• Experience in technical support, IT service desk, or application support within an enterprise environment.
• Familiarity with Microsoft 365 and a strong interest in enterprise AI tools and technologies.
• Experience using ticketing systems and knowledge management platforms, such as ServiceNow, Jira, or Confluence.
• Strong troubleshooting, incident triage, and problem-solving skills.
• Excellent verbal and written communication skills, with a patient and customer-focused approach to end-user support.
• Experience writing technical documentation, knowledge base articles, and troubleshooting guides.
• Ability to capture, organize, and document technical issues and resolutions consistently.
• Experience mentoring colleagues, sharing technical knowledge, and supporting team development.
• Understanding of ITIL principles, incident management, and escalation procedures.
• Ability to learn new AI products quickly and adapt to a rapidly evolving technology environment.

Core Competencies

• Enterprise technical support and customer service.
• AI application troubleshooting and user assistance.
• Structured documentation and knowledge management.
• Incident triage and Level 3 escalation.
• Technical writing and knowledge transfer.
• Cross-team collaboration and shift handovers.
• Self-directed learning and continuous improvement.

Preferred Qualifications

• Familiarity with enterprise AI platforms, including Microsoft Copilot, ChatGPT, Claude, Grok, and Gemini.
• Experience supporting AI-enabled applications in a corporate environment.
• Knowledge of ITIL-based service management practices.
• English/French bilingual proficiency is an asset for the Montreal location.

What We're Looking For

We are looking for a proactive, organized, and technically capable support professional who enjoys helping end users, solving problems, documenting solutions, and sharing knowledge with colleagues.

Candidates should be comfortable working across multiple AI platforms and supporting both users and technical engineering teams in an enterprise environment.