Application Support Engineer – AI Platform (Permanent WFH and Night Shift)

SCALABLE OS CORP.; Metro Manila; Remote; PHP 600,000 - 900,000; Full time

Job summary

SCALABLE OS CORP. is seeking an AI Platform Technical Support Engineer with a strong IT/support background to be the first line of defense for the AI platform. You will diagnose incidents, work with Engineering on complex issues, and support users of Claude and other AI tools.

The role requires hands-on troubleshooting, Git and scripting experience, and clear English communication with US-based users. This is a long-term remote position with night shifts.

Qualifications

• 3+ years IT/MSP/application support with API troubleshooting (HTTP status codes, JSON, logs).
• Git used for version control (clone, branch, commit, PR).
• PowerShell or Python literacy to read/adjust diagnostics scripts.
• Daily use of an LLM assistant (Claude, ChatGPT, Copilot) in real work.
• Strong written English; will author runbooks and user notices.
• Experience supporting US-based users with real-time overlap, on video, in English.
• Nice to have: ITILv4 Foundation, Microsoft AI-900/AZ-900, CompTIA A+ or Security+.

Responsibilities

• Be the first responder for AI platform incidents and reproduce/diagnose using runbooks.
• Escalate to engineering with full reproduction steps, logs, and runbook evidence.
• Support staff using Claude for onboarding, usage policies, and live prompt/disconnector troubleshooting.
• Build runbooks in Git; every resolved escalation becomes a reusable guide.
• Monitor platform health with scheduled probes and preemptively open incidents.

Skills

API Troubleshooting

Git Proficiency

PowerShell

Python

English Proficiency

US Time Overlap

Claude/LLM Tools

Tools

Git

PowerShell Scripting

Python Scripting

JSON/HTTP

Job description

SUMMARY

We are looking for an AI Platform Technical 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, integration breakage. Reproduce, diagnose against runbooks, resolve what's yours.

• Escalate the rest to engineering as a complete package reproduction step, logs, 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, live troubleshooting of prompts and connectors.

• Build the runbook library in Git. Every escalation engineering resolve 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 IT / MSP / application support with genuine API troubleshooting: HTTP status codes, JSON, logs.

• Git working knowledge: clone, branch, commit, pull request.

• PowerShell or Python literacy: read and adjust a diagnostic script.

• Daily hands‑on use of an LLM assistant (Claude, ChatGPT, 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, in English.

• Nice to have

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