Enterprise AI Platform Support Engineer

Eze Castle Integration, Inc.; Dallas (TX); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Flexible PTO

Health benefits eligibility

Life insurance

Pet insurance

401(k)

Job summary

ECI is seeking an AI Support Specialist to provide hands-on Tier 2 support for Microsoft 365 Copilot, Anthropic Claude Enterprise, OpenAI ChatGPT Enterprise, Copilot Studio, and other approved enterprise AI technologies.

The role focuses on reliable incident resolution, access management, and practical guidance while coordinating with engineering, governance, and vendor teams to ensure secure and compliant AI usage across client environments.

Qualifications

• Two to four years of Tier 2 support experience.
• Experience with enterprise IT service management platforms such as ServiceNow.
• Working knowledge of Microsoft 365 apps and licensing.
• Familiarity with enterprise AI platforms.
• Ability to explain technical concepts to nontechnical users.
• Understanding of identity, entitlements, incidents, and change management.

Responsibilities

• Provide Tier 2 support for AI platforms and approved tools.
• Troubleshoot platform errors, access issues, and performance problems.
• Coordinate escalations with engineering, security, governance, and vendors.
• Manage access, licensing, and entitlement changes; update records.
• Document findings and prepare escalation packages for internal teams.

Skills

Tier 2 support

Microsoft 365

Customer service

Troubleshooting

Communication

Nontechnical explanations

Tools

ServiceNow

Job description

ECI is seeking an AI Support Specialist to provide hands-on Tier 2 support for Microsoft 365 Copilot, Anthropic Claude Enterprise, OpenAI ChatGPT Enterprise, Copilot Studio, and other approved enterprise AI technologies.

The role focuses on reliable incident resolution, access management, and practical guidance while coordinating with engineering, governance, and vendor teams to ensure secure and compliant AI usage across client environments.