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.
Triage and resolve user issues related to platform access, Generative AI model performance, API connectivity issues, and other GenAI Platform functionalities.
Act as the initial point of contact for all support inquiries, including general questions, “How-to” and usability questions, basic troubleshooting, and incident reporting/ security-related issues, providing resources and support to cybersecurity related inquiries.
Help maintain a tech support playbook or Standard Operating Procedure (SOP) to manage, triage and track all tech support activities and inquiries.
Collaborate with Tier 2/3 and engineering teams to resolve complex technical challenges and provide customer feedback for platform improvements.
Stay up-to-date on the latest Platform features and best practices.
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.

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., DoW, government, or finance).
Practical knowledge of security best practices including encryption, authentication, and access control principles (e.g., role-based access control, least privilege).
Experience in a technical support or help desk role, especially in ticket management and prioritization in a high-volume, SLA-driven environment, or similar problem solving and customer interaction experience.
An interest in working with Generative AI concepts (e.g., LLMs, prompt engineering, etc.).
Excellent problem-solving and troubleshooting skills.
Strong communication and interpersonal skills.
Ability to work independently and as part of a team.

GenAI Platform Support Engineer – Tier 1

Key skills