AI Application Support Analyst Remote

Job Title: AI Application Support Analyst
Work Location:
Pittsburgh, PA — Remote (Eastern Time zone only)
Duration: 12 Months (Possible for extension)
Pay rate range: $35 – $38.70/hr on W2 (All inclusive)

Role Overview:
Seeking a proactive and people-oriented AI Application Support Analyst to join our AI enablement team. This candidate will serve as the primary point of contact for the support, administration, and adoption of Claude across the organization. They will play a crucial role in keeping the platform running smoothly, troubleshooting issues in partnership with technical teams, evaluating and rolling out new strategic capabilities, and helping business users get real, practical value from the tool.

The ideal candidate is a strong communicator and natural problem-solver who is equally comfortable working a support ticket with cyber and infrastructure teams as they are leading an approachable lunch-and-learn for a non-technical audience.
Key Responsibilities:

• Provide Tier 1 and Tier 2 end-user support, resolving access issues, troubleshooting errors, and answering day-to-day how-to questions in a timely and friendly manner.
• Coordinate cross-functional troubleshooting and issue resolution with cyber, cloud infrastructure, and deskside support teams to diagnose and resolve platform and integration problems.
• Enable and maintain connectors and integrations, including Microsoft 365 and Office connectors and custom connectors, working with the appropriate teams to certify and deploy them safely.
• Administer the platform day to day, including monitoring usage, managing licenses and seats, and provisioning and deprovisioning user accounts.
• Evaluate new strategic features of the Claude client by testing them in a sandbox or pilot environment, assessing business fit, and recommending which capabilities to enable.
• Stay current on Claude and Anthropic product releases and brief the team on what is new and what it means for our users.
• Coordinate phased rollouts, gathering user feedback, managing pilot groups, and ensuring a smooth transition as new features and user groups come online.
• Facilitate informal training and education, including lunch-and-learn sessions, office hours, and ad-hoc one-on-one help that makes the tool accessible to less technical business users.
• Collaborate with stakeholders across business and IT teams to gather requirements, communicate maintenance and changes, and continuously improve the support experience.

Required Qualifications:

• 2+ years of professional experience in application support, IT support, or similar role, including ticket handling and troubleshooting.
• Advanced, demonstrated proficiency in using AI tools effectively — a genuine power user who knows how to get meaningful value from technology and can show others how to do the same.
• Strong communication skills, with a proven ability to explain technical concepts clearly to non-technical users.
• Comfort and confidence facilitate training sessions and presentations to groups of varying skill levels.
• Ability to coordinate effectively across IT teams, including cyber, cloud infrastructure, and deskside support, to drive issues to resolution.
• Excellent problem-solving and critical-thinking skills, with a self-directed approach to learning and growth in an emerging-technology space.

Preferred Qualifications (Nice-to-Haves):

• Experience building custom Skills for Claude.
• Experience configuring custom connectors or MCP (Model Context Protocol) servers.
• Experience deploying and managing packages or integrations.
• Prompt engineering experience, including building reusable prompt libraries for an organization.
• Experience with administrative consoles, including user management, policy configuration, and compliance or API-based tooling.
• Hands-on experience with other enterprise AI platforms (e.g., ChatGPT Enterprise, Microsoft Copilot).