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PeoplePilot

AI Support Analyst – Level 2.5

Montreal, QC, Canada

$110,000 to $120,000 CAD / year · Full-time

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Job details

Pay: $110,000 to $120,000 CAD / year
Job type: Full-time
Apply by: Nov 29, 2026
Posting language: English
Posted: Oct 30, 2026

Original job description

AI Support Analyst – Level 2.5

📍 Location: Montreal, Quebec, Canada

🏢 Work Model: Hybrid

💰 Salary: CAD $110,000–$120,000 per year

About the Role

We are seeking an AI Support Analyst – Level 2.5 to provide frontline end-user support across the firm's AI product portfolio.

The role involves answering user questions, troubleshooting common and intermediate issues, documenting queries and resolutions, and escalating complex technical issues to Level 3 engineering teams.

The AI portfolio includes Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Grok, Google Gemini, and other AI products introduced to the organization, such as Zoom AI Companion.

Each analyst will maintain working knowledge of the full AI portfolio while serving as the primary point of contact for one assigned AI product.

Key Responsibilities

Respond to end-user questions across helpdesk tickets, support channels, email, and direct queries for the full AI product portfolio.
Troubleshoot and resolve common and intermediate AI-related issues at first contact.
Escalate complex engineering issues to Level 3 teams with clear and complete technical context.
Document every user query, troubleshooting step, and resolution in a structured format.
Build and maintain a knowledge base to support the development of a future AI support agent.
Assist Level 3 engineering teams and QA testers by reproducing issues, gathering evidence, and validating fixes.
Own one AI product as the primary point of contact while maintaining working knowledge of all supported AI products.
Provide support coverage for the partner location.
Maintain and improve self-help content, FAQs, and end-user guidance.
Ensure smooth handover of open issues between locations during shift changes.

Required Skills & Qualifications

Experience in technical support, service desk, or application support within an enterprise environment.
Familiarity with Microsoft 365 (M365) and a strong interest in AI products.
Ability to quickly learn new AI tools, products, and features.
Experience with ticketing and knowledge management tools, such as:
ServiceNow
Jira
Confluence
Strong verbal and written communication skills.
Excellent customer-facing troubleshooting and user-support skills.
Experience reading and writing technical documentation.
Ability to document queries and resolutions in a structured and consistent manner.
Strong collaboration, knowledge-sharing, and mentoring skills.

Core Skills

AI Product Support
Level 2 / Level 2.5 Technical Support
Enterprise Service Desk
Application Support
Microsoft 365
Microsoft Copilot
OpenAI ChatGPT
Anthropic Claude
Grok
Google Gemini
Zoom AI Companion
ServiceNow
Jira / Confluence
Incident Management
Technical Troubleshooting
Issue Triage and Escalation
Knowledge Management
Technical Documentation
QA Support and Issue Reproduction
ITIL Processes
Cross-location Support and Handover

Preferred Qualifications

Experience supporting banking or financial services environments.
Experience mentoring teammates and colleagues.
Strong knowledge-sharing and team-development practices.
Understanding of ITIL processes and structured escalation procedures.
For candidates based in Montreal, English/French bilingual communication is an asset.

Ideal Candidate Profile

We are looking for a customer-focused technical support professional who can troubleshoot enterprise AI products, communicate effectively with end users, maintain accurate support documentation, and coordinate with engineering and QA teams.

Candidates with enterprise service desk, application support, Microsoft 365, ServiceNow, Jira, and knowledge management experience are encouraged to apply.

How to Apply

Please share your updated resume highlighting your experience in enterprise technical support, application support, Microsoft 365, AI tools, ticketing systems, troubleshooting, and technical documentation.

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More about this job

Responsibilities

Provide frontline support for the organization’s AI products by answering user questions, troubleshooting issues, documenting resolutions, and escalating complex problems to Level 3 engineering teams. Maintain knowledge resources, assist with issue reproduction and fix validation, serve as the primary contact for one assigned product, and coordinate support coverage and handovers across locations.

Requirements

Candidates should have enterprise technical support, service desk, or application support experience, familiarity with Microsoft 365, and the ability to learn AI products quickly. Strong customer communication, troubleshooting, structured documentation, ticketing and knowledge-management experience, and collaboration skills are required; financial-services experience and ITIL knowledge are preferred.

Skills

AI Product Support
Technical Support
Enterprise Service Desk
Application Support
Microsoft 365
Microsoft Copilot
ChatGPT
Claude
Grok
Google Gemini
Zoom AI Companion
ServiceNow
Jira
Incident Management
Technical Troubleshooting
Knowledge Management

Visa sponsorship

Not detected in the job text

Keywords

AI Product Support
Microsoft 365
Microsoft Copilot
OpenAI ChatGPT
Anthropic Claude
Grok
Google Gemini
Zoom AI Companion
ServiceNow
Jira
Confluence
Enterprise Service Desk
Application Support
Incident Management
Issue Triage
Technical Troubleshooting
Escalation Procedures
Knowledge Management
Technical Documentation
QA Support
Issue Reproduction
ITIL Processes
End-User Support
Financial Services
Cross-Location Support
Shift Handover

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