GenAI Platform Support Engineer – Tier 2
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Job Description
GenAI Platform Support Engineer providing technical support for the GenAI Platform at Game Plan Tech. Collaborating with multiple teams to resolve issues and optimize user experience.
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.
- Perform in-depth diagnostics and root cause analysis (RCA) for novel issues, including complex integration, performance, or latency issues.
- Act as the initial point of contact for security-related issues, providing resources and support to cybersecurity related inquiries, and escalating issues as needed to the proper authority.
- Directly collaborate with Generative AI Operations (GenAIOps) and Software Engineering teams to communicate complex bugs, test potential fixes, and validate resolution.
- Monitor system health, performance, and automated alerts to proactively identify and address emerging trends or system degradation before they impact the user base.
- Collaborate with Tier 1/3 and engineering teams to resolve complex technical challenges and provide customer feedback for platform improvements.
- Maintain oversight into user accounts, groups, licenses, and agreements.
- Maintain awareness of configuration of new GenAI Platform features and applications.
- Proficiently diagnose complex issues across various Linux OS environments, cloud networking (VPC, firewall, routing), authentication layers critical to the GenAI platform.
- Create and maintain a tech support playbook or Standard Operating Procedure (SOP) to manage, triage and track all tech support activities and inquiries.
- Compile and deliver weekly and monthly technical support metrics, conduct trend analysis to identify recurring issues and inform platform improvements
- 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., DoD, government, or finance).
- Practical knowledge of security best practices including encryption, authentication, and access control principles (e.g., role-based access control, least privilege).
- Minimum of 3+ years of direct experience in Tier 2/Escalation Support, System Administration, or DevOps roles in a cloud environment.
- Advanced hands-on knowledge of Generative AI, GenAI APIs, LLMs, prompt engineering, etc.), and interpreting logs and performance metrics.
- Excellent problem-solving and troubleshooting skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
Benefits:
- Join a dynamic and growing team at Game Plan Tech
- Empowering public sector organizations with best-in-class Google solutions
- Collaborative environment
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