AI Support Analyst

AI Support Analyst

The AI Support Admin plays a critical role in ensuring the smooth operation and adoption of AI tools across Accordion. Acting as the first line of specialized support for AI-related escalations, this individual bridges day-to-day technical assistance with long-term enablement initiatives. Reporting to the AI Enablement Lead, the Analyst will partner closely with both AI system readiness and AI training to resolve user issues, maintain system readiness, and enhance firmwide confidence in AI-driven tools.

This role combines hands-on technical troubleshooting with process and training support—making it ideal for someone who is equally comfortable solving technical challenges, documenting best practices, and assisting in the rollout of new AI capabilities.

The ideal candidate is a problem-solver who thrives at the intersection of technology and people. They bring curiosity about AI, patience in helping users, and the technical acumen to keep systems running smoothly. This person takes initiative, communicates clearly, and sees AI not just as a set of tools—but as a transformational force to make work more intelligent, efficient, and collaborative.

This position will ideally be based in one of our US offices and is a hybrid role with the flexibility to work remotely 2 days per week (also eligible for remote candidates).

This position is not eligible for immigration sponsorship.

AI Support & Troubleshooting

• Serve as helpdesk escalation point for all AI-related issues (access, performance, integration)
• Troubleshoot incidents involving Glean, CoPilot, ChatGPT, Zoom AI, and future AI applications
• Maintain documentation of known issues, resolutions, and best practices
• Monitor AI system health, escalate outages, communicate impacts to stakeholders

Collaboration & Enablement Support

• Test new configurations, validate system integrations, and ensure readiness for production use
• Validate new tools from a user-experience perspective (intuitive? useful? clear?)
• Support AI training in maintaining learning materials and coordinating sessions
• Participate in rollout activities for new AI tools, providing hands-on user assistance

Feedback & Adoption Intelligence

• Formalize user feedback capture; structured collection of sentiment, feature requests, pain points with regular synthesis reports to AI Enablement Lead and Engineering
• Co-own AI usage dashboards and adoption reporting bringing qualitative context from user behavior to shape what gets measured

Governance & Improvement

• Identify recurring support patterns and propose solutions to improve user experience
• Maintain compliance with AI governance, security, and data management standards
• Document AI support procedures aligned with internal IT and People Team standards

• 2–4 years experience in IT support, systems administration, or AI/automation tool management
• Strong understanding of enterprise AI tools (Claude, CoPilot, Glean, ChatGPT, Zoom AI)
• Excellent troubleshooting, communication, and documentation skills
• Demonstrated ability to collaborate across teams, prioritize, and manage concurrent tasks
• Familiarity with Power BI, SQL, or other reporting tools
• Python proficiency required
• Bachelor's degree in IT, CS, or related field (or equivalent experience)

• Excited to be part of a growing team, with a focus on driving future growth
• Passionate about delivering exceptional client service
• Knowledgeable about the relationship between Private Equity sponsors and their portfolio companies, particularly within the office of the CFO
• Willing to get your hands dirty in the details of a project while simultaneously seeing the whole picture
• Comfortable managing projects with multiple complex work streams while also focused on your single workstream (you are managing and doing)
• A self-starter with a strong work ethic
• Full of entrepreneurial spirit and comfortable in a fluid, flat organization
• Able to effectively communicate complex issues and solutions, and raise issues to senior team members when necessary
• A team player, able to work with team members across all levels
• Someone who enjoys mentoring others and doing meaningful work
• A leader of others; you lead by example

Actual compensation packages are determined by evaluating a wide array of factors unique to each candidate, including but not limited to geographic location, skill set, years and depth of experience, education, certifications, cost of labor and internal equity.

Accordion is an Equal Opportunity Employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Please note that as per Accordion policy, we do not accept unsolicited resumes from…