AIOps Support Engineer
• 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 (Google Cloud Platform), 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 (Google Cloud Platform) 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 Google Cloud Platform 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 Google Cloud Platform errors of varying complexity, engaging Google Cloud Platform 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.
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