What are the responsibilities and job description for the AI Support Engineer position at Expedient?
Summary
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
Qualifications
- 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.
WORKING FOR EXPEDIENT
We prioritize ongoing education and continuous innovation to remain at the forefront of the information technology landscape. Our commitment to learning is reflected in our comprehensive employee training and tuition reimbursement programs, which are driven by our employees and funded by Expedient 100%.
For our full-time employees we offer an exceptional benefits package including three weeks of paid time off annually that increases with tenure plus your birthday off and a health holiday to be used for preventive care. We offer parental leave, top-tier medical, dental, and vision, disability and life insurance, at an affordable rate, wellness engagement opportunities, and a 401(k) with a generous match.
We also recognize the importance of a comfortable and convenient work environment. We offer a hybrid work model for many roles, paid parking and other perks.
Expedient is an equal opportunity employer. Qualified applicants will receive fair and equitable consideration for employment without regard to their race, color, religion, national origin, gender, protected veteran status, disability, or any other characteristic protected by law.
Salary : $65,000 - $80,000