AI Support Engineer

Expedient•Cleveland, OH

1d•Onsite

About The Position

Join Expedient's AI CTRL team as the first point of contact for their secure enterprise AI platform. This role involves handling client support across email, tickets, Slack/Teams, and phone, with the goal of resolving approximately 80% of issues on first contact. Complex cases will be escalated to engineering. This is a high-impact opportunity within a fast-paced, entrepreneurial environment, working at the forefront of enterprise AI technology and directly influencing customer success and product evolution.

Requirements

2+ years in technical support, help desk, or IT operations (SaaS/cloud services preferred)
Strong hands-on experience with generative AI platforms (ChatGPT, Claude, etc.)
Comfortable with Linux/cloud environments and basic cloud computing concepts
Proficient with support ticketing systems and remote support tools
Excellent communication skills with ability to explain technical concepts clearly
Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience)

Responsibilities

Provide tier-1 support for AI CTRL clients across multiple channels
Troubleshoot and resolve technical issues, configuration problems, and user questions
Achieve high first-contact resolution rates through product expertise and problem-solving
Document solutions and contribute to knowledge base development
Escalate complex issues to engineering with detailed context and follow through to resolution
Identify recurring issues and collaborate with product teams on improvements
Optimize support processes and develop troubleshooting guides