AI Platform Support Technician

ScalableOS; Makati; Remote; PHP 500,000 - 800,000; Full time

Job summary

ScalableOS is seeking an AI Platform Support Engineer with a strong IT/applications support background. You will troubleshoot APIs, logs, and integrations, acting as the first line of support for the AI platform and collaborating with Engineering on complex issues.

You will assist US-based users in English, maintain runbooks in Git, and proactively monitor platform health. This remote role requires night shifts and a hands-on, communicative approach.

Qualifications

• 3+ years of IT/MSP/application support with genuine API troubleshooting (HTTP status codes, JSON, logs).
• Proficient with Git workflows: clone, branch, commit, pull request.
• Proficiency in PowerShell or Python to adjust diagnostic scripts.
• Daily hands-on use of an LLM assistant (Claude, ChatGPT, Copilot).
• Strong written English; capable of authoring runbooks and user notices.

Responsibilities

• Be the first responder for AI platform incidents: reproduce, diagnose against runbooks, and resolve issues.
• Escalate to Engineering with complete steps, logs, and failed runbook steps.
• Support staff using Claude and other AI tools; assist with onboarding and prompts/connectors issues.
• Build the runbook library in Git; improve escalation rate with documented procedures.
• Monitor platform health with scheduled probes and proactive incident creation.

Skills

API troubleshooting

Git workflows

PowerShell/Python

LLM tools usage

English communication

US-timezone support

Job description

Job Description:

SUMMARY

We are looking for an AI Platform Support Engineer with a strong IT/application support background and hands‑on experience troubleshooting APIs, integrations, logs, and AI/LLM tools. The role will serve as the first line of technical support for the AI platform, resolve incidents, assist users with Claude and other AI tools, and work closely with Engineering on complex issues.

The ideal candidate is technically hands‑on, strong in troubleshooting, comfortable with Git and scripting, and able to communicate clearly with US‑based users in English.

JOB RESPONSIBILITIES

• Be the first responder for AI platform incidents: gateway pack failures, MCP server errors, app defects, and integration breakage. Reproduce, diagnose against runbooks, and resolve whats yours.
• Escalate the rest to Engineering as a complete package: reproduction steps, logs, and the runbook step that failed. You are the filter that keeps the developers developing.
• Support our staff using Claude day to day: access, onboarding, usage‑policy questions, and live troubleshooting of prompts and connectors.
• Build the runbook library in Git. Every escalation Engineering resolves becomes a runbook you own your success metric is a falling escalation rate.
• Watch platform health proactively with scheduled probes; open the incident before users notice.

QUALIFICATIONS

• 3+ years of IT/MSP/application support with genuine API troubleshooting: HTTP status codes, JSON, and logs.
• Git working knowledge: clone, branch, commit, and pull request.
• PowerShell or Python literacy: read and adjust a diagnostic script.
• Daily hands‑on use of an LLM assistant (Claude, ChatGPT, or Copilot) in real work.
• Strong written English; you will author runbooks and user‑facing notices unaided.
• Experience supporting US‑based users with real‑time overlap, on video, and in English.

• Nice to have:

• ITILv4 Foundation, Microsoft AI-900 or AZ-900, CompTIA A+ or Security+, and ConnectWise exposure.

JOB REQUIREMENTS

• Should be willing to accept a long‑term work‑from‑home arrangement.
• Should be amenable to a permanent night shift schedule.