AI Support Analyst

Description du poste

Job Title: AI Support Analyst
Location: Montreal, QB
Job Type: Full-Time (FTE)
Work Model: Hybrid

We are seeking an AI Support Analyst (Level 2.5) to provide enterprise-level support for AI products including Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Google Gemini, Grok, Zoom AI Companion, and future AI solutions. The ideal candidate will resolve user issues, document knowledge, collaborate with Level 3 Engineering, and contribute to building an enterprise AI knowledge base.

Responsabilités clés

• Provide Level 2.5 support for enterprise AI products across helpdesk tickets, email, chat, and support channels.
• Troubleshoot and resolve user issues related to Microsoft Copilot, ChatGPT, Claude, Gemini, Grok, Zoom AI Companion, and other AI platforms.
• Document every user query, resolution, and troubleshooting step in a structured knowledge base.
• Escalate complex issues to Level 3 Engineering with complete technical context.
• Assist engineering and QA teams by reproducing issues, collecting logs, validating fixes, and supporting testing activities.
• Serve as the Point of Contact (POC) for one AI product while maintaining working knowledge across the complete AI portfolio.
• Develop and maintain FAQs, user guides, technical documentation, and self-service knowledge articles.
• Ensure smooth handover of open support items across global teams and shifts.
• Mentor team members and promote knowledge sharing and continuous improvement.

Compétences requises

• Technical Support
• Application Support
• AI Support
• Microsoft Copilot
• OpenAI ChatGPT
• Anthropic Claude
• Google Gemini
• Grok
• Zoom AI Companion
• ServiceNow
• Jira
• Confluence
• M365
• ITIL
• Ticket Management
• Technical Documentation
• Knowledge Base Management
• Troubleshooting
• Customer Support

Qualifications préférées

• Experience in enterprise service desk or application support environments.
• Familiarity with AI technologies and Generative AI products.
• Experience mentoring team members and supporting knowledge transfer.
• Bilingual (English/French) is an asset for the Montreal location.

Compétences clés

• Excellent verbal and written communication.
• Strong customer service and problem-solving skills.
• Ability to learn new AI technologies quickly.
• Experience with structured documentation and technical writing.
• Strong collaboration, teamwork, and stakeholder management skills.
• Ability to manage escalations and work effectively in fast-paced enterprise environments.