GenAI Platform Support Engineer – Tier 1
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Job Description
GenAI Platform Support Engineer providing technical support for the Generative AI Platform at Game Plan Tech. Assist users with access, troubleshooting, and collaboration with engineering teams.
Responsibilities:
- Provide timely and effective technical support to end-users regarding GenAI Platform (e.g., platform access, capabilities, models, API usage, etc.).
- Document support interactions, troubleshooting steps, and resolutions in a ticketing system.
- Triage and resolve user issues related to platform access, Generative AI model performance, API connectivity issues, and other GenAI Platform functionalities.
- Act as the initial point of contact for all support inquiries, including general questions, “How-to” and usability questions, basic troubleshooting, and incident reporting/ security-related issues, providing resources and support to cybersecurity related inquiries.
- Help maintain a tech support playbook or Standard Operating Procedure (SOP) to manage, triage and track all tech support activities and inquiries.
- Collaborate with Tier 2/3 and engineering teams to resolve complex technical challenges and provide customer feedback for platform improvements.
- Stay up-to-date on the latest Platform features and best practices.
- This position requires participation in an 8 hour shift schedule to provide coverage during core service hours from 0600 to 2200 EST on weekdays.
- This position requires participation in a rotational weekend shift schedule to provide intermittent coverage during core service hours.
Requirements:
- Must possess or be able to obtain an active DoW Secret security clearance
- Understanding of information security principles and experience working within a regulated environment (e.g., DoW, government, or finance).
- Practical knowledge of security best practices including encryption, authentication, and access control principles (e.g., role-based access control, least privilege).
- Experience in a technical support or help desk role, especially in ticket management and prioritization in a high-volume, SLA-driven environment, or similar problem solving and customer interaction experience.
- An interest in working with Generative AI concepts (e.g., LLMs, prompt engineering, etc.).
- Excellent problem-solving and troubleshooting skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
Benefits:
- Health insurance
- Flexible work arrangements
- Professional development
- Paid time off
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