AI Support Engineer
Core
Owns L1 enablement content, knowledge base maintenance, and runbook/documentation support for the Anthropic Claude Platform Managed Services engagement, contributing L1.5/L2 support to meet Service Levels.
Role type
L1/L1.5/L2 AI Support Engineer
Builds
Knowledge base articles, runbooks, and enablement content for the Anthropic Claude platform (Claude Code, Claude Cowork, Claude Design, Claude Agents)
Domain
Enterprise AI/GenAI platform support and IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Technical writing, Tiered support (L1/L1.5/L2) experience, ITSM/ServiceNow environment experience, AI/GenAI platform feature translation, Incident and Service Request management
Preferred skills
Anthropic Claude platform familiarity, Platform transition/knowledge-transfer experience, ServiceNow certification
Technologies
ServiceNow, Anthropic Claude Platform (Claude Code, Claude Cowork, Claude Design, Claude Agents)
Responsibilities
Develop and maintain L1 enablement content and knowledge base articles; Maintain and update L1.5/L2 support runbooks and technical documentation; Provide L1.5/L2 support for Incidents and Service Requests; Support weekly operational reviews of Incidents, changes, defects, and SL performance; Assist with onboarding and rollout-wave documentation; Collaborate with Architects to translate platform changes into support documentation; Support production of monthly Service Level reporting
Seniority
Mid-level, hands-on IC