• 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.