AI Support Specialist

ECI•Boston, MA

1d•$80,000 - $100,000

About The Position

The AI Support Specialist provides reliable Tier 2 technical support for ECI-supported enterprise AI platforms, including Microsoft 365 Copilot, Anthropic Claude Enterprise, OpenAI ChatGPT Enterprise, Copilot Studio, approved AI agents, connected applications, and future approved platforms. The specialist resolves defined incidents and requests, supports access and licensing, provides foundational prompt and feature guidance, communicates with clients through resolution, and coordinates escalations that require engineering, security, governance, adoption, commercial, or vendor expertise. The role also identifies when routine requests may point to broader client needs, captures relevant context, and engages the appropriate ECI resource while continuing to address the immediate technical need within scope. The specialist contributes to the development and improvement of AI support delivery, documentation, automation, and managed operations across ECI’s client base.

Requirements

Two to four years of experience in Tier 2 support, enterprise service desk, Microsoft 365 administration, SaaS platform support, managed services, or technical customer support.
Experience supporting users in a client-facing environment and working within an IT service-management platform such as ServiceNow.
Working knowledge of Microsoft 365, including Microsoft Entra ID, Teams, SharePoint Online, Exchange Online, licensing, permissions, and user administration.
Familiarity with Microsoft 365 Copilot or another enterprise AI platform.
Understanding of identity, entitlements, incidents, requests, escalations, and change-management concepts.
Strong troubleshooting, written communication, and client-service skills.
Ability to explain technical information clearly to nontechnical users and recognize when routine support requires deeper technical, governance, adoption, or commercial review.

Nice To Haves

MSP or managed-services experience.
Experience supporting Anthropic Claude Enterprise, OpenAI ChatGPT Enterprise, Copilot Studio, enterprise connectors, or production AI agents.
Exposure to Microsoft Purview, data loss prevention, sensitivity labels, or information protection.
Familiarity with single sign-on, SCIM, multifactor authentication, and role-based access.
Microsoft 365 administration certification, ITIL 4 Foundation, or comparable training.
Experience supporting financial services or another regulated industry.

Responsibilities

Provide Tier 2 support for Microsoft 365 Copilot, Anthropic Claude Enterprise, OpenAI ChatGPT Enterprise, Copilot Studio, approved AI agents, connected applications, and future approved platforms.
Troubleshoot platform errors, access issues, unexpected behavior, degraded performance, and client application problems, identifying whether the source is the AI platform, Microsoft 365, identity, endpoint, network, connector, or a third-party provider.
Resolve issues using approved runbooks, knowledge articles, diagnostic procedures, and service catalog entries.
Process approved access, license, group membership, role, and entitlement changes; validate availability; and maintain accurate records of allocation and access updates.
Coordinate requests affecting spend, procurement, or contractual commitments with designated client and commercial teams.
Classify incoming work as an incident, request, advisory question, change, security concern, or potential project and apply the appropriate category, priority, status, and assignment group in ServiceNow.
Maintain clear client communication through confirmed resolution and prepare complete escalation packages for internal teams or authorized vendor support cases.
Document findings, the receiving owner, the next action, and the expected update when escalating work.
Provide foundational guidance on prompts, platform features, navigation, and approved usage practices, and ask practical questions to understand the intended outcome behind a request.
Recognize when a request requires business discovery, solution design, governance review, adoption support, project scoping, or commercial follow-up and engage the appropriate AI leader, Business Development Representative, Client Service representative, or specialist.
Recognize governance, privacy, compliance, shadow AI, data exposure, credential disclosure, and unapproved integration concerns and route them to the correct governance or security owner.
Immediately escalate suspected security incidents through established Security Operations processes.
Create and maintain knowledge articles, troubleshooting guides, runbooks, frequently asked questions, and known-issue documentation.
Identify recurring issues and opportunities for self-service, automation, improved reporting, and service-quality improvements.