AI Support Analyst

Tata Consultancy Services; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Tata Consultancy Services in Bengaluru is seeking a proactive Technical Support professional to be the first point of contact for end-user AI product queries and incidents.

You will resolve routine issues via tickets, emails, and direct user interactions, log incidents with evidence, escalate complex cases to Level 3, and help maintain knowledge articles and self‑service content while ensuring SLA adherence. The role requires strong communication and collaboration with engineering and QA teams.

Qualifications

• Experience in Technical Support, Application Support, Service Desk, or IT Operations.
• Strong understanding of Generative AI technologies and AI-powered productivity tools.
• Experience supporting enterprise AI platforms such as Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Google Gemini, and others.
• Knowledge of ticketing and ITSM tools like ServiceNow.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Experience creating knowledge base articles and user documentation.

Responsibilities

• Act as the first point of contact for end-user queries related to AI products and services.
• Resolve common and intermediate technical issues through support channels, emails, tickets, and direct user interactions.
• Log, track, and document incidents and resolutions in a structured format.
• Escalate complex issues to Level 3 Engineering teams with complete diagnostic information.
• Assist engineering and QA teams in reproducing issues, gathering evidence, and validating fixes.
• Maintain and enhance knowledge articles, FAQs, user guides, and self-service content.
• Monitor support queues and ensure adherence to SLA commitments.
• Drive effective handovers of open issues between shifts and support locations.
• Serve as a Product Point of Contact (POC) for one AI solution while maintaining knowledge across the AI portfolio.

Skills

Generative AI technologies

AI-powered productivity tools

Technical Support experience

Strong communication

Knowledge base writing

Issue reproduction & debugging

Tools

ServiceNow

ITSM tools

Job description

Key Responsibilities

• Act as the first point of contact for end-user queries related to AI products and services.
• Resolve common and intermediate technical issues through support channels, emails, tickets, and direct user interactions.
• Log, track, and document incidents and resolutions in a structured format.
• Escalate complex issues to Level 3 Engineering teams with complete diagnostic information.
• Assist engineering and QA teams in reproducing issues, gathering evidence, and validating fixes.
• Maintain and enhance knowledge articles, FAQs, user guides, and self-service content.
• Monitor support queues and ensure adherence to SLA commitments.
• Drive effective handovers of open issues between shifts and support locations.
• Serve as a Product Point of Contact (POC) for one AI solution while maintaining knowledge across the AI portfolio. [AI Shield...L2.5) - JD | Word]

Required Skills

• Experience in Technical Support, Application Support, Service Desk, or IT Operations.
• Strong understanding of Generative AI technologies and AI-powered productivity tools.
• Experience supporting:
  • Microsoft Copilot
  • OpenAI ChatGPT
  • Anthropic Claude
  • Google Gemini
  • Other enterprise AI platforms
• Knowledge of ticketing and ITSM tools such as ServiceNow.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Experience creating knowledge base articles and user documentation.