Intern — Support Specialist / Business Analyst

Mirantis

About The Position

Mirantis is looking for a motivated and detail-oriented intern to join our team as a Support Specialist / Business Analyst. This role involves a blend of business analysis, project coordination, technical support, and cross-functional collaboration, with a significant focus on leveraging AI tools to enhance efficiency and effectiveness in daily tasks and project outcomes.

Requirements

Solid understanding of software development life cycle (SDLC) and common methodologies (Agile, Scrum, Waterfall).
Familiarity with help desk or ticketing software and remote support tools.
Basic experience troubleshooting software or system issues remotely.
Exposure to relational databases (SQL knowledge is a plus).
Comfortable working with AI assistants (such as ChatGPT, Claude, Copilot, or similar) for research, drafting, and problem-solving tasks.
Basic understanding of how large language models (LLMs) work and their practical limitations.
Ability to write clear, effective prompts to get useful outputs from AI tools.
Awareness of AI ethics, data privacy considerations, and responsible AI use in a professional setting.
Interest in how AI and automation are reshaping IT support, business analysis, and enterprise workflows.
Assist in designing and documenting multi-agent workflows that coordinate specialized AI agents across support, analysis, and reporting tasks.
Strong organizational and time-management skills with the ability to juggle multiple open issues simultaneously.
Excellent written and verbal communication skills in English.
A collaborative, diplomatic, and genuinely customer-focused mindset.
Intellectual curiosity and eagerness to learn new tools and technologies quickly.

Responsibilities

Gather and document business and functional requirements through interviews, workshops, document analysis, and workflow reviews.
Break projects into actionable tasks with clear timeframes, owners, and goals.
Schedule and facilitate regular team meetings; capture decisions, action items, and next steps.
Prepare clear documentation for internal teams and key stakeholders, leveraging AI writing and summarization tools to improve quality and efficiency.
Monitor project progress, proactively flag risks, and help drive issues to resolution.
Maintain and update project reports, dashboards, and status trackers on a regular cadence.
Use AI-assisted tools to analyze project data, identify patterns, and surface actionable insights.
Conduct acceptance testing of newly developed features and functionality.
Serve as a first point of contact for customers seeking technical assistance via phone, email, or web portal.
Troubleshoot technical issues systematically, using AI-powered diagnostic and knowledge base tools where applicable, and escalate unresolved cases to the appropriate support tier or engineering team.
Track and manage open issues through to resolution within agreed SLAs.
Provide timely, accurate, and professional responses to customers throughout the support lifecycle.
Verify that customer systems are fully functional following issue resolution.
Log all events, problems, and resolutions accurately in the ticketing system.
Contribute to the internal knowledge base by writing technical notes and user-facing documentation, using AI tools to maintain consistency and clarity.
Work closely with developers, QA engineers, and system engineers to support quality product delivery.
Apply basic prompt engineering techniques to get effective results from AI assistants in day-to-day tasks.
Build and maintain positive working relationships with customers and internal stakeholders.