AI Support Analyst

Role Overview

Key Responsibilities

• Respond to user questions across helpdesk tickets, support channels, email, and direct inquiries for the enterprise AI portfolio.
• Capture user queries, troubleshooting steps, and resolutions in a consistent, structured format.
• Resolve common and intermediate technical issues at first contact and escalate complex engineering issues to Level 3 with complete supporting context.
• Assist engineering and QA teams by reproducing issues, gathering evidence, and validating fixes.
• Own one AI product as the designated point of contact while maintaining working knowledge of the broader AI portfolio.
• Provide support coverage for the partner location and coordinate handovers between locations at shift changes.
• Maintain and improve self-help content, FAQs, knowledge articles, and end-user guidance.
• Share technical knowledge with colleagues and contribute to team development.

Required Skills & Qualifications

• Experience in a technical support, service desk, or application-support role within an enterprise environment.
• Familiarity with Microsoft 365 and an interest in enterprise AI products.
• Ability to learn new AI tools, product features, and support procedures quickly.
• Experience with ticketing systems and knowledge management tools.
• Ability to troubleshoot and triage user issues across multiple support channels.
• Experience reading and writing technical documentation and maintaining structured support records.
• Understanding of ITIL practices, incident escalation, and support handover procedures.
• A customer-focused approach to end-user support and technical knowledge sharing.

Preferred Qualifications

• Familiarity with Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Grok, Google Gemini, or Zoom AI Companion.
• Experience with ServiceNow, Jira, and Confluence.
• Experience assisting engineering and QA teams with issue reproduction, evidence collection, and fix validation.
• Experience mentoring colleagues and transferring technical knowledge across teams and locations.
• Familiarity with ITIL-based support processes and structured knowledge management.
• French-English bilingual capability is an asset for the Montreal location.

Applicants will be asked to answer the following qualifying questions when applying for this position:

• 1Are you legally authorized to work in Canada without visa sponsorship?
• 2Do you have professional experience in enterprise technical support, service desk, or application support?
• 3Do you have hands-on experience using ticketing and knowledge management tools such as ServiceNow, Jira, or Confluence?
• 4What is your earliest available start date?