AI Support Engineer

Job description

Summary Join Expedient's AI CTRL team as the first point of contact for our secure enterprise AI platform. You'll handle client support across email, tickets, Slack/Teams, and phone, resolving approximately 80% of issues on first contact while escalating complex cases to engineering . This is a high-impact opportunity in a fast-paced, entrepreneurial environment where you'll work at the forefront of enterprise AI technology, directly influencing customer success and product evolution. Key Responsibilities: Primary Focus (80%): - Provide tier-1 support for AI CTRL clients across multiple channels - Troubleshoot and resolve technical issues, configuration problems, and user questions - Achieve high first-contact resolution rates through product expertise and problem-solving - Document solutions and contribute to knowledge base development Secondary Focus (20%): - Escalate complex issues to engineering with detailed context and follow through to resolution - Identify recurring issues and collaborate with product teams on improvements - Optimize support processes and develop troubleshooting guides Qualifications: Location : Cleveland, Ohio office. On-site role, regional travel may be r...