AI Support Engineer

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.

• 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.
• 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; 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: $65,000 – $80,000 annually, based on experience and skills.