Technical Support Specialist - L1

AI71 is an industry leader in artificial intelligence, delivering innovative solutions that empower developers, businesses and governments to solve complex challenges. AI71 builds secure, enterprise-ready applications powered by cutting-edge technology—tailored for knowledge workers and sector-specific needs. AI71 bridges the gap between advanced AI and real-world impact. Guided by a strong commitment to research and responsibility, we create transformative solutions that drive progress and empower communities.

AI71 is an industry leader in artificial intelligence, delivering innovative solutions that empower developers, businesses and governments to solve complex challenges. AI71 builds secure, enterprise-ready applications powered by cutting-edge technology—tailored for knowledge workers and sector-specific needs. AI71 bridges the gap between advanced AI and real-world impact. Guided by a strong commitment to research and responsibility, we create transformative solutions that drive progress and empower communities.

The Senior L1 Technical Support Specialist is an experienced frontline expert who owns the highest-volume and most nuanced first-tier issues, acts as a technical and procedural authority for the L1 team, and serves as a bridge between clients, L1 peers, and L2/engineering. This role goes beyond ticket resolution — it requires sound judgment on triage/escalation calls, ownership of process quality, and the ability to mentor others and shape how the support function operates, across both managed SaaS and on-premises client environments.

• Independently diagnose and resolve the full range of L1 issues — access/auth, configuration errors, integration hiccups, data sync failures, browser/environment issues — with minimal reliance on scripts or runbooks.
• Exercise judgment on ambiguous or novel issues that don't map cleanly to existing KB articles; determine root cause before escalating rather than passing along symptoms.
• Perform deeper diagnostics: reading application/system logs, using admin tooling to inspect account/config state, replicating issues across environments, and identifying whether an issue is client‑specific, platform‑wide, or a known bug.
• Own escalations end‑to‑end: write precise, engineer‑ready handoff notes (reproduction steps, logs, impact scope, attempted fixes) that minimize back‑and‑forth with L2/engineering.
• Act as the point of judgment on severity classification and incident triggers — knowing when a “simple” ticket is actually the first signal of a broader outage.
• Identify patterns across tickets and proactively surface systemic issues to engineering/product before they become widespread.
• Correlate incoming tickets with recent deployments or releases using release notes, change calendars, and status pages; elevate suspected release‑related issues to L2/Dev Ops with timestamps, affected environments, and app versions.
• Perform basic environment health checks per runbook: confirm service status, verify application versions across environments, and carry out approved routine actions such as clearing caches or restarting services.
• Serve as a subject‑matter expert (SME) for one or more platform modules, product lines, or client segments.

• Manage relationships with key/enterprise accounts or high‑visibility clients, including sensitive or escalated situations.
• Handle client‑facing calls for complex or multi‑session issues, setting expectations and owning communication through to resolution.
• Exercise discretion in de‑escalation, including knowing when to involve a manager versus resolving independently.
• Provide input to…