AI Platform Support Technician

ScalableOS; Philippines; Remote; PHP 450,000 - 700,000; Full time

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.

Skills

IT MSP support

API Troubleshooting

Git

LLM tooling

English communication

US-timezone support

Runbooks

Tools

Git

PowerShell

Python

Job description

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 what's 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.