What are the responsibilities and job description for the AI Support Engineer position at Expedient?
Join Expedient's AI CTRL team as the first point of contact for our secure enterprise AI platform. You'll handle client support across email, tickets, Slack/Teams, and phone, resolving approximately 80% of issues on first contact while escalating complex cases to engineering.
This is a high-impact opportunity in a fast-paced, entrepreneurial environment where you'll work at the forefront of enterprise AI technology, directly influencing customer success and product evolution.
Key Responsibilities
Primary Focus (80%):
- 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
Secondary Focus (20%):
- 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
- Experience: 2 years in technical support, help desk, or IT operations (SaaS/cloud services preferred)
- Skills: 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
- Attributes: Excellent communication skills with ability to explain technical concepts clearly
- Education: Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience)
Location: Cleveland, Ohio office. On-site role, regional travel may be required.
Salary for this position will be based on your experience and your skills. Estimated salary range is $65,000 to $80,000 annually.
Salary : $65,000 - $80,000