AI Platform Support Engineer - Remote Night Shift

ScalableOS; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

ScalableOS in Makati, Philippines, is seeking an AI Platform Support Engineer to act as the first line of IT/support for our AI platform, diagnosing incidents, troubleshooting APIs, and guiding users with Claude and other AI tools.

You will work closely with Engineering on complex issues, communicate clearly with US-based users in English, and help build runbooks and playbooks to reduce incident escalation over time.

Qualifications

• 3+ years IT / MSP / applicationsupport with genuine API troubleshooting.
• Strong written and spoken English for US-based users.
• Hands-on experience with AI platforms and incident response.

Responsibilities

• Be the first responder for AI platform incidents: gateway pack failures, MCP server errors, app defects, integration breakage.
• Escalate the rest to engineering with complete reproduction steps, logs, and failed runbook steps; act as the filter for developers.
• Support staff using Claude and other AI tools daily: access, onboarding, usage-policy questions, live troubleshooting of prompts and connectors.
• Build the runbook library in Git; every escalated engineering resolution becomes a runbook you own.
• Monitor platform health with scheduled probes and open incidents before users notice.

Skills

API troubleshooting

English communication

Incident management

Technical troubleshooting

Tools

Git

PowerShell

Python

Claude/ChatGPT

Job description

ScalableOS in Makati, Philippines, is seeking an AI Platform Support Engineer to act as the first line of IT/support for our AI platform, diagnosing incidents, troubleshooting APIs, and guiding users with Claude and other AI tools.

You will work closely with Engineering on complex issues, communicate clearly with US-based users in English, and help build runbooks and playbooks to reduce incident escalation over time.