AI Support Analyst

Acestack; Montreal; Hybrid; CAD 55,000 - 85,000; Full time

Job summary

Acestack in Montreal is seeking an AI Support Analyst (Level 2.5) to deliver enterprise-level support for AI products such as Microsoft Copilot, OpenAI ChatGPT, Claude, Gemini, Grok, and Zoom AI Companion.

You will document queries, work with Level 3 Engineering, build a knowledge base, and mentor teammates while ensuring smooth handovers across global shifts.

Qualifications

• Must have experience in enterprise service desk or application support environments.
• Familiarity with AI technologies and Generative AI products.
• Experience mentoring team members and supporting knowledge transfer.

Responsibilities

• Provide Level 2.5 support for enterprise AI products across tickets, email, chat, and other channels.
• Troubleshoot and resolve user issues for Copilot, ChatGPT, Claude, Gemini, Grok, Zoom AI Companion, and related platforms.
• Document every user query, resolution, and troubleshooting step in a structured knowledge base.
• Escalate complex issues to Level 3 Engineering with full technical context.
• Assist engineering and QA teams by reproducing issues, collecting logs, validating fixes, and supporting testing.
• Serve as the POC for one AI product while maintaining knowledge across the full AI portfolio.
• Develop and maintain FAQs, user guides, and self-service knowledge articles.
• Ensure smooth handover of open items across global teams and shifts.
• Mentor teammates and promote knowledge sharing and continuous improvement.

Skills

Technical Support

Application Support

AI Support

Microsoft Copilot

OpenAI ChatGPT

Anthropic Claude

Google Gemini

Grok

Zoom AI Companion

ServiceNow

Jira

Confluence

M365

ITIL

Ticket Management

Technical Documentation

Knowledge Base Management

Troubleshooting

Customer Support

Tools

ServiceNow

Jira

Confluence

M365

Job description

Job Title: AI Support Analyst
Location: Montreal, QB
Job Type: Full-Time (FTE)
Work Model: Hybrid

Job Summary

We are seeking an AI Support Analyst (Level 2.5) to provide enterprise-level support for AI products including Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Google Gemini, Grok, Zoom AI Companion, and future AI solutions. The ideal candidate will resolve user issues, document knowledge, collaborate with Level 3 Engineering, and contribute to building an enterprise AI knowledge base.

Key Responsibilities

• Provide Level 2.5 support for enterprise AI products across helpdesk tickets, email, chat, and support channels.


• Troubleshoot and resolve user issues related to Microsoft Copilot, ChatGPT, Claude, Gemini, Grok, Zoom AI Companion, and other AI platforms.


• Document every user query, resolution, and troubleshooting step in a structured knowledge base.


• Escalate complex issues to Level 3 Engineering with complete technical context.


• Assist engineering and QA teams by reproducing issues, collecting logs, validating fixes, and supporting testing activities.


• Serve as the Point of Contact (POC) for one AI product while maintaining working knowledge across the complete AI portfolio.


• Develop and maintain FAQs, user guides, technical documentation, and self-service knowledge articles.


• Ensure smooth handover of open support items across global teams and shifts.


• Mentor team members and promote knowledge sharing and continuous improvement.

Required Skills

• Technical Support


• Application Support


• AI Support


• Microsoft Copilot


• OpenAI ChatGPT


• Anthropic Claude


• Google Gemini


• Grok


• Zoom AI Companion


• ServiceNow


• Jira


• Confluence


• M365


• ITIL


• Ticket Management


• Technical Documentation


• Knowledge Base Management


• Troubleshooting


• Customer Support

Preferred Qualifications

• Experience in enterprise service desk or application support environments.


• Familiarity with AI technologies and Generative AI products.


• Experience mentoring team members and supporting knowledge transfer.
  
• Bilingual (English/French) is an asset for the Montreal location.

Key Competencies

• Excellent verbal and written communication.


• Strong customer service and problem-solving skills.


• Ability to learn new AI technologies quickly.


• Experience with structured documentation and technical writing.
  
• Strong collaboration, teamwork, and stakeholder management skills.


• Ability to manage escalations and work effectively in fast-paced enterprise environments.