AI Operations Support Specialist

Lean Solutions Group; Philippines; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Lean Solutions Group (LSG) is seeking an Enterprise AI Support Specialist to bridge frontline service desk and engineering teams. This Tier 2 role focuses on root-cause investigation, advanced troubleshooting, and driving enterprise AI adoption.

You will own escalated Tier 1 tickets, perform RCA, manage identity and access for AI suites, and collaborate with data scientists, AI engineers, and cybersecurity teams during upgrades and escalations.

Qualifications

• 3 to 5 years of progressive IT technical support, with 1–2 years in Tier 2 responsibilities.
• Direct experience supporting enterprise Generative AI integrations or ML end-user platforms.
• Strong understanding of REST APIs, JSON payloads, and basic web services.
• Scripting skills in Python, PowerShell, or Bash for automation.
• Administration experience with Microsoft 365, Google Workspace, Active Directory, and MDM (Intune or Jamf).
• Solid IAM/SSO knowledge (SAML, OAuth) and ability to resolve complex escalations.

Responsibilities

• Own escalated Tier 1 tickets with advanced diagnostics across systems.
• Conduct root cause analysis on persistent issues for long-term fixes.
• Manage identity, permissions, and license provisioning for AI suites.
• Resolve AI platform issues (API, data sync, latency, access blocks).
• Monitor system health, API usage, and security policy compliance.
• Act as SME guiding staff on prompt engineering and AI adoption practices.
• Create SOPs, knowledge base articles, and end-user guides.
• Lead workshops to train Tier 1 staff to improve first-contact resolution.
• Collaborate with data scientists, AI engineers, and cybersecurity during upgrades.

Skills

Tier 2 support

Generative AI integrations

REST APIs & JSON

Scripting (Python/PowerShell/Bash)

IAM & SSO (SAML/OAuth)

Root Cause Analysis

SOPs & knowledge management

Tools

Microsoft 365

Google Workspace

Active Directory

Intune

Jamf

Vertex AI

Copilot / ChatGPT Enterprise

Job description

Join Our Team at Lean Solutions Group (LSG)!

Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams.

At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.

Our Mission: Transform business challenges into lasting success through purpose-built teams, technology, and expertise.

Our Vision: A world where people, empowered by technology, turn any challenge into a catalyst for growth.

About the Role

Seeking a client-focused Enterprise AI Support Specialist to bridge the gap between frontline service desk teams and core engineering/infrastructure groups. Moving beyond standard break-fix support, this Tier 2 role centers on root cause investigation, advanced system troubleshooting, and driving internal adoption of enterprise AI systems.

Key Responsibilities

• Take ownership of escalated Tier 1 tickets, performing advanced diagnostics across operating systems, networking setups, and core business applications.

• Conduct thorough Root Cause Analysis (RCA) on persistent system issues to deliver long-term solutions.

• Oversee identity management, user permissions, and license provisioning for enterprise AI suites (e.g., Microsoft Copilot, ChatGPT Enterprise, Vertex AI, or custom LLM tools).

• Resolve specialized AI platform issues, including API communication failures, data sync errors, high latency, and access control blocks.

• Track system health, monitoring user activity, API usage, and compliance with corporate security protocols.

• Act as an internal Subject Matter Expert, guiding staff on practical prompt engineering techniques and optimal AI adoption in daily operations.

• Author detailed Standard Operating Procedures (SOPs), knowledge base documentation, and end-user self-service guides.

• Lead technical workshops to train Tier 1 helpdesk staff, boosting first-contact resolution rates for common AI tickets.

• Collaborate with data scientists, AI engineers, and cybersecurity teams during system upgrades, feature testing, and complex platform escalations.

Qualifications & Core Skills

• 3 to 5 years of progressive experience in IT technical support, with 1 to 2 years specifically in a Tier 2/L2 support capacity.

• Direct experience supporting enterprise Generative AI integrations or machine learning end-user platforms.

• Solid understanding of REST APIs, JSON payloads, and basic web service interactions.

• Working knowledge of scripting languages (Python, PowerShell, or Bash) to automate administrative workflows.

• Hands-on administration experience with Microsoft 365, Google Workspace, Active Directory, and MDM solutions (Intune or Jamf).

• Strong foundation in networking fundamentals, Identity & Access Management (IAM), and Single Sign-On (SSO) standard protocols like SAML and OAuth.

• Demonstrated ability to resolve complex escalations and execute root-cause problem management.

Professional Attributes

• Excellent analytical problem-solving skills with a focus on permanent bug resolution.

• Capability to explain technical details clearly to both technical engineers and end-users.

• Strong sense of ownership over escalated issues from initial report through resolution.