Senior Claude Platform Support Engineer

Unisys; Bengaluru; On-site; INR 2,400,000 - 3,400,000; Full time

Job summary

Unisys in Bengaluru is seeking an AI Support Engineer to own L1 enablement content, maintain knowledge bases, and support runbooks for the Anthropic Claude Platform Managed Services engagement. You will provide L1.5/L2 support for incidents and service requests, collaborate with AI and Security Architects, and help prepare monthly service level reviews.

Candidates should have Claude certification or be pursuing it, plus experience in ITSM/ServiceNow and strong technical writing.

Qualifications

• Claude Certified Architect – Foundations or committed to obtaining it within an agreed timeframe.
• Experience in L1/L1.5/L2 support models.
• Strong technical writing to produce clear runbooks, knowledge base articles, and enablement content.
• Experience with ITSM/ServiceNow-based ticketing and SL environments.
• Comfortable translating AI/GenAI platform features into user guidance.

Responsibilities

• Develop and maintain L1 enablement content and knowledge base articles for Authorized Users of the Anthropic Claude platform and its supported products.
• Maintain and update L1.5/L2 support runbooks and technical documentation as platform features evolve.
• Provide L1.5/L2 support for Incidents and Service Requests, contributing to SL targets and SR fulfillment.
• Support weekly operational review of Incidents, changes, defects, and Service Level performance.
• Assist with onboarding and rollout documentation to support SL-7.
• Collaborate with AI and Security Architects to update support documentation and enablement content.
• Support production of monthly Service Level reporting for the Support Track.
• Contribute to knowledge-transfer documentation during Transition Period with the outgoing providers.

Skills

Technical writing

L1/L1.5/L2 support

ServiceNow ITSM

GenAI platform knowledge

Claude Certified Architect

Education

BA/BS degree

Tools

ServiceNow

Job description

What success looks like in this role: The AI Support Engineer owns L1 enablement content, knowledge base maintenance, and runbook/documentation support for the Anthropic Claude Platform Managed Services engagement, and contributes L1.5/L2 support to help meet the Support Track's Service Levels.

Key Responsibilities

Develop and maintain L1 enablement content and knowledge base articles for Authorized Users of the Anthropic Claude platform and its supported products (Claude Code, Claude Cowork, Claude Design, Claude Agents). Maintain and continuously update L1.5/L2 support runbooks and technical documentation as platform features, guardrails, and policies evolve. Provide L1.5/L2 support for Incidents and Service Requests, contributing to Response/Restoration targets (SL-1 through SL-4) and Service Request Fulfillment (SL-6). Support the weekly operational review of Incidents, changes, defects, and Service Level performance. Assist with onboarding and rollout-wave documentation to support the Onboarding & Rollout Completion Service Level (SL-7). Collaborate with the AI Architect(s) and Security Architect to translate platform and guardrail changes into updated support documentation and enablement content. Support production of monthly Service Level reporting for the Support Track. Contribute to knowledge-transfer documentation alongside the AI Architect during the Transition Period, helping close gaps left by the Outgoing Providers.

Required Qualifications

• Claude Certified Architect - Foundations - Anthropic's official proctored certification for designing and shipping enterprise-grade Claude applications (or committed to obtaining it within an agreed timeframe of joining).
• Experience in application or platform support engineering, including tiered (L1/L1.5/L2) support models.
• Strong technical writing skills - able to produce clear runbooks, knowledge base articles, and enablement content for end users and support teams.
• Experience working within ITSM/ServiceNow-based ticketing and service level environments.
• Comfortable working with AI/GenAI platform features and translating them into user-facing guidance.

Preferred Qualifications

• Hands-on familiarity with the Anthropic Claude platform (Claude Code, Claude Cowork, Claude Design, or Claude Agents).
• Experience supporting a platform transition or knowledge-transfer exercise from an outgoing provider.
• ServiceNow certification or equivalent ITSM tooling experience.

You will be successful in this role if you have:

• BA/BS degree and 5-8 years' relevant experience OR equivalent combination of education and experience.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail]. US job seekers can find more information about Unisys' EEO commitment here.

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