AI Support Engineer

Role Overview

As a Support Engineer for AI Platforms, you will be the primary technical responder managing the enterprise AI platform's operational support. Your core duties involve handling the support ticket queue, fixing platform configuration and integration problems, and ensuring reliable service for an experienced software developer and senior technical user base. You will collaborate closely with the Team Lead and Adoption Engineer, and coordinate directly with vendor support teams in case of escalations.

Note that this role is centered on platform operations and integration issues only. Queries about AI model behavior, prompt engineering, retrieval-augmented generation implementations, or AI development practices fall outside the scope and should be directed to the Engineering team.

Key Responsibilities

• Manage and resolve issues in the AI platform support queue including authentication and SSO failures, IDE and CLI tool integration hurdles, network proxy and configuration problems, API access errors including rate limits, licensing issues, and platform-specific unexpected behaviors.
• Effectively triage tickets by differentiating platform configuration issues (this role's domain) from AI model behavior or design questions which belong to the Engineering team, and forward accordingly.
• Identify and document recurring platform problems while building a knowledge repository of root causes, solutions, and workarounds to reduce repeated incidents.
• Escalate complex problems to AI platform providers such as Anthropic, Google, and OpenAI with detailed reproduction instructions, environment context, and diagnostics, and monitor issue resolutions.
• Assist in platform administrative tasks such as license management, audit of access, configuring SSO settings, and policy enforcement in coordination with leadership.
• Work alongside the Adoption Engineer to identify systemic adoption issues as opposed to individual support cases, contributing insights to vendor feedback and platform evaluation processes.
• Participate in incident review sessions following platform outages or service disruptions affecting developer productivity.

Required Qualifications

• Minimum of three years in a technical support, platform operations, or site reliability engineering role supporting developers or engineers, excluding general IT helpdesk roles.
• Proven troubleshooting experience at the intersection of SSO/SAML/OpenID Connect, development CLI and IDE extensions, API authentication and rate limiting, network proxies, and SaaS platform administration.
• Competency in independently analyzing API replies, error logs, and network trace data, with an ability to develop and validate technical hypotheses without direct guidance.
• Strong and precise technical writing skills, capable of managing a support queue under SLA constraints while maintaining response quality for advanced technical audiences.
• Operational familiarity with a minimum of one enterprise AI platform adequate to distinguish user errors from platform defects.

Mandatory Technical Skills

• Hands-on experience resolving identity protocol issues with SAML, OIDC, or OAuth on platforms including but not limited to Okta, Entra ID/Azure AD, PingFederate, or Google Identity.
• Proven troubleshooting capabilities on at least two of the following: IDE extensions (like VS Code or JetBrains), CLI tools, REST API authentication and rate limit handling, network proxies/VPN/TLS inspection/certificates, and SaaS tenant system administration.
• Ability to independently analyze application logs, HTTP codes (401, 403, 429, 5xx), API response data, HAR files, and utilize browser developer tools combined with familiarity with log platforms such as Splunk, Datadog, or Elasticsearch/Kibana.
• Operational experience with one or more AI enterprise platforms such as Anthropic Claude, Google Gemini, or OpenAI ChatGPT Enterprise.
• Prior experience managing support ticket queues in ServiceNow, Jira Service Management, Zendesk, or similar with adherence to response and resolution SLAs.
• Basic scripting proficiency in Python, AppScript, Bash, or PowerShell for diagnostic tasks and automated log processing.

Preferred Qualifications

• Experience across multiple enterprise AI platforms including Anthropic Claude, Google Gemini, and OpenAI ChatGPT Enterprise at integration and troubleshooting levels.
• Hands-on experience with enterprise identity providers like Okta, Azure AD, PingFederate, or Google Identity and their integration with external SaaS tools.
• Familiarity supporting developer tool ecosystems including VS Code extensions, JetBrains plugins, GitHub/GitLab integrations, and CI/CD pipelines.
• Background supporting extensive developer organizations (1000+ engineers) where support quality significantly influences engineering velocity.