AI Platform Support Engineer - Remote, Night Shift

ScalableOS

Philippines

Remote

PHP 450,000 - 700,000

Full time

2 days ago

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Benefits offered by this job

Night shift schedule

Remote work

Job summary

ScalableOS in Philippines seeks an AI Platform Support Engineer with a strong IT support background to troubleshoot APIs, integrations, logs, and AI/LLM tools. You will be the first line of technical support for the AI platform, resolving incidents and assisting users with Claude and other AI tools.

The ideal candidate communicates clearly with US-based users in English, is hands-on, and proficient with Git and scripting.

Qualifications

3+ years in IT/MSP/app support with genuine API troubleshooting.
HTTP status codes, JSON, and logs experience.
Git workflow: clone, branch, commit, pull request.
PowerShell or Python scripting for diagnostics.
Daily use of an LLM assistant (Claude/ChatGPT).
Strong written English for runbooks and notices.
Experience supporting US-based users with real-time overlap.
Nice to have: ITILv4 Foundation, Microsoft AI-900/AZ-900, CompTIA A+ or Security+, ConnectWise.

Responsibilities

Be first responder for AI platform incidents: gateway pack failures, MCP server errors, app defects, integration breakage.
Escalate remaining issues to Engineering with reproduction steps, logs, and runbook details.
Support staff using Claude daily: access, onboarding, usage-policy questions, live troubleshooting.
Build the runbook library in Git; maintain low escalation rate.
Monitor platform health with scheduled probes and preempt incidents.