GenAI Platform Support Engineer – Tier 2

Role Overview

• 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.

Requirements

• 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., DoD, government, or finance).
• Practical knowledge of security best practices including encryption, authentication, and access control principles (e.g., role-based access control, least privilege).
• Minimum of 3+ years of direct experience in Tier 2/Escalation Support, System Administration, or DevOps roles in a cloud environment.
• Advanced hands-on knowledge of Generative AI, GenAI APIs, LLMs, prompt engineering, etc.), and interpreting logs and performance metrics.
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.

Tech Stack

• Cloud
• Cyber Security
• Linux

Benefits

• Join a dynamic and growing team at Game Plan Tech
• Empowering public sector organizations with best-in-class Google solutions
• Collaborative environment