About the Role

We are looking for a hands-on leader with expertise in Generative AI and enterprise AI chat technologies who can serve as an L25 support layer bridging the gap between frontline support L2 and deep technical experts L3. This person will act as the first point of escalation for AI related technical questions, ensure quality in responses, and coordinate with global colleagues to resolve complex queries. This role is part technical support, part advisory, ensuring internal teams have the right AI tools, workflows, and knowledge to work effectively.

Responsibilities

• Serve as the primary point of contact for escalated technical queries related to Generative AI (GenAI), the internal enterprise AI chat solution, and AI assisted workflows.
• Provide direct technical assistance and guidance to users; escalate to and collaborate with L3 subject matter experts when necessary.
• Ensure accuracy, consistency, and quality in responses provided to internal teams.
• Document solutions, best practices, and repeatable workflows for common queries.
• Monitor and analyze support requests to identify training opportunities, system improvements, or process optimizations.
• Stay updated on emerging AI tools, prompt engineering techniques, and integration capabilities.

Required Skills

• Proven experience in Generative AI technologies, including enterprise AI chat solutions (e.g., Azure OpenAI, Anthropic Claude, Google Gemini, or custom internal AI chat platforms).
• Strong technical troubleshooting and problem-solving skills, especially in complex AI workflows.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical audiences.
• Experience acting in an L25 role or similar, owning escalations and bridging between support and engineering teams.
• Proactive, resourceful, and comfortable working across time zones.
• Strong documentation and knowledge management skills.

Preferred Skills

• Experience working in a technology support or AI advisory role.
• Familiarity with AI integration platforms (e.g., n8n, Zapier, Workato, or workflow automation tools).
• Exposure to prompt engineering best practices.

Work Location: Hyderabad

Work Hours: US Time Zone Active until 300 PM PST

Equal Opportunity Statement

We are committed to diversity and inclusivity.

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