Remote AI Platform Support Analyst

Open Innovation AI; Abu Dhabi Emirate; On-site; AED 120,000 - 180,000; Full time

Job summary

Open Innovation AI in Abu Dhabi seeks a Service Desk Analyst to be the first point of contact for customers using the Open Innovation platform. You will read product docs, guide customers through steps, and escalate where needed, all via remote channels.

You will work 24/7 shifts, document thoroughly, and ensure timely updates to customers. A CS/IT degree and 1–3 years in software support are preferred, with English fluency and basic Kubernetes/Linux knowledge.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or equivalent.
• 1–3 years in application support or technical service desk for a software platform.
• Ability to read product docs and explain solutions clearly.
• Familiarity with Kubernetes concepts and Linux command line.
• Knowledge of REST APIs, HTTP status codes, and YAML/JSON.

Responsibilities

• Act as first point of contact for requests via Jira Service Management, email, phone, and monitoring alerts.
• Answer questions on platform functionality using official product documentation.
• Escalate issues with complete diagnostic evidence to L2 Support.
• Run guided screen-sharing sessions with customers and guide to resolution.
• Collect environment data, timestamps, error text, and reproduction steps for escalation.
• Maintain ticket ownership, provide progress updates, and manage timelines.
• Monitor queues for SLA compliance and proper categorisation.
• Document recurring issues and contribute knowledge base articles.

Skills

Customer support

Technical documentation

Kubernetes basics

Linux CLI

REST APIs

Networking basics

AI/ML workload knowledge

Arabic language

Education

Bachelor’s degree in CS/IT

Tools

Jira Service Management

ServiceNow

Grafana

Prometheus

Job description

Open Innovation AI in Abu Dhabi seeks a Service Desk Analyst to be the first point of contact for customers using the Open Innovation platform. You will read product docs, guide customers through steps, and escalate where needed, all via remote channels.

You will work 24/7 shifts, document thoroughly, and ensure timely updates to customers. A CS/IT degree and 1–3 years in software support are preferred, with English fluency and basic Kubernetes/Linux knowledge.