Lead QA

Delan; Montreal; On-site; CAD 55,000 - 75,000; Full time

Job summary

DELAN - IT Talent Solutions is seeking an AI Support Analyst to serve as the front line for end-user AI, answering questions across the firm's AI portfolio and documenting queries in a structured knowledge base. You will resolve common issues at first contact and escalate complex cases to Level 3 with clear context.

You will own one AI product as POC while maintaining broad coverage of the portfolio, and you will help improve self-help content, FAQs, and handover processes across locations,

Qualifications

• Experience in technical support or service desk in enterprise environments.
• Familiarity with M365 and interest in AI products; ability to learn quickly.
• Experience using ticketing and knowledge tools (ServiceNow, Jira, Confluence).
• Excellent verbal and written communication; strong documentation skills.

Responsibilities

• Answer all user questions across channels for the full AI portfolio.
• Document every query and resolution to build the knowledge base.
• Resolve common issues at first contact; escalate complex issues.
• Assist Level 3 engineering, reproduce issues, validate fixes.
• Own one AI product as POC and maintain cross-location handover.
• Maintain and improve self-help content, FAQs, and how-to guides.
• Support a clean handover of open items between locations at shift change.

Skills

Technical support

Service desk

Application support

M365 familiarity

AI product interest

Communication skills

Documentation skills

Bilingual English/French

Tools

ServiceNow

Jira

Confluence

Job description

AI SUPPORT ANALYST – GENERATIVE AI, M365 & TECHNICAL SUPPORT.AI Support Analyst to act as the front line for end-user AI, answering user questions across the firm's AI portfolio and capturing e... Show more

AI SUPPORT ANALYST – GENERATIVE AI, M365 & TECHNICAL SUPPORT

ROLE SUMMARY

We are seeking a Level 2.5 AI Support Analyst to act as the front line for end-user AI, answering user questions across the firm's AI portfolio and capturing every query in a structured way. You will resolve what you can, elevate what you cannot, and document each interaction so that the knowledge feeds a future AI support agent. Each analyst maintains broad coverage of the full portfolio while owning one product as point of contact.

KEY RESPONSIBILITIES

• Answer all user questions across channels — helpdesk tickets, support channels, email, and direct queries — for the full AI portfolio.
• Document every query and resolution in a consistent, structured format to build the knowledge base and feed the future AI support agent.
• Resolve common and intermediate issues at first contact; escalates complex engineering issues to Level 3 with clear, complete context.
• Assist Level 3 engineering and QA testers — reproduce issues, gather evidence, and validate fixes.
• Own one AI product as point of contact (POC) while maintaining working knowledge of the full portfolio; provide cover for the partner location.
• Maintain and improve self-help content, FAQs, and how-to guidance for end users.
• Support a clean handover of open items between locations at shift change.

QUALIFICATIONS & EXPERIENCE

• Good years of experience in a technical support, service desk, or application-support role in an enterprise environment.
• Familiarity with M365 and a strong interest in AI products; ability to learn new AI tools quickly.
• Experience using ticketing and knowledge tools (e.g., ServiceNow, Jira/Confluence).
• Strong verbal and written communication skills, high comfort with end-user engagement, and ability to listen patiently.
• Experience reading and writing technical documentation.
• Experience mentoring teammates and colleagues, strong knowledge-sharing habits, and a history of team development.
• For Montreal, bilingual English/French is an asset.

CORE SKILLS

• Self-starter, self-directed, team player, with collaboration and handover across locations.
• Strong communicator with customer-focused troubleshooting and triage across multiple channels.
• Technical writing experience, disciplined and structured documentation, and query capture.
• Mentorship and technical knowledge transfer both upstream and downstream.
• Knowledge of ITIL and escalation, with complete context provided to Level 3 and QA.
• Quick learner, keen to stay on top of the fast-moving AI environment and current on products and features.

Full-time