3-5 years of experience in a technical support, cloud operations, or IT engineering role, preferably within financial services or healthcare at a mid-size organization.
Hands-on experience with Google Cloud Platform (GCP), including log monitoring, IAM, and basic infrastructure troubleshooting.
Working knowledge of Microsoft Azure, including Azure ML and cloud operations fundamentals.
Familiarity with enterprise AI platforms including ChatGPT (OpenAI), Claude (Anthropic), and Google Gemini Enterprise.
Experience with SSO troubleshooting across identity platforms such as Okta, Azure AD, or similar.
Understanding of Netskope or comparable CASB/SSL inspection tools and their interaction with SaaS and AI services.
Strong communication skills with the ability to translate technical findings for non-technical business stakeholders.
Demonstrated ability to manage multiple concurrent incidents and prioritize effectively in a fast-moving environment.
Preferred Qualifications
Experience supporting VS Code and developer tooling in a managed enterprise environment.
Familiarity with AI governance, data loss prevention (DLP), or acceptable use policies for AI platforms in regulated industries.
Exposure to ITSM platforms such as ServiceNow or Jira Service Management for ticket and request tracking.
Relevant cloud certifications (Google Associate Cloud Engineer, Microsoft Azure Administrator AZ-104, or equivalent).
Key Responsibilities
AI Services Operations & Support
Triage and resolve alerts across AI services and Google Cloud Platform (GCP) on a daily basis, maintaining consistent monitoring discipline across the environment.
Serve as the first point of escalation for ChatGPT, Claude, and Gemini concerns raised by Research Management and other business stakeholders, diagnosing issues and communicating resolutions clearly across group channels.
Proactively monitor logs for Gemini Enterprise and GCP to surface and investigate unreported errors before they impact users or workflows.
Administer and fulfill access requests for AI services, including provisioning, deprovisioning, and auditing entitlements in alignment with least-privilege principles.
Troubleshoot AI service access issues and SSO failures, working across identity providers and service configurations to restore access promptly.
Provide technical support for AI desktop applications, managing follow-ups with affected users through to resolution.
Fulfill ad hoc requests for AI service analytics, delivering usage data and insights to stakeholders on a recurring basis.
Cloud & Infrastructure Operations
Own operational support for Azure cloud infrastructure, including monitoring, incident response, and capacity-related tasks.
Troubleshoot GCP errors of varying complexity, engaging GCP support channels and managing tickets through to closure when needed.
Diagnose and resolve Netskope certificate issues affecting AI service connectivity, coordinating extended follow-up with affected users as required.
Troubleshoot Azure ML and VS Code integration problems for data science and research users, supporting complex environments that may require iterative investigation and user coordination.