Hybrid Technical Support Consultant – AI-Driven Ops

MRI Software; United States; Hybrid; USD 60,000 - 87,000; Full time

Benefits offered by this job

Hybrid work model

Inclusive employer

Job summary

MRI Software seeks a Technical Support Consultant to deliver advanced technical and application support across cloud and on-prem environments. You will work in a high-performing Managed Services and Operations function, focusing on AI-enabled workflows and continuous service improvement.

The role involves collaborating with cross-functional teams, supporting government customers, and maintaining platform stability while operating in a hybrid model with 3 days from home.

Qualifications

• Experience supporting enterprise applications in a technical support, managed services, or operations environment.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience administering Linux and/or Windows Server environments.
• Some understanding of networking technologies, including DNS, TCP/IP, SSL, firewalls, and remote connectivity.
• Deliver excellent customer service through high-quality written and verbal communication, building relationships with stakeholders at all levels.
• Experience supporting cloud-hosted platforms and services.
• Experience with relational database management systems (RDBMS) administration and maintenance.
• Experience with scripting, automation, or infrastructure tooling.
• Experience using AI-assisted tools such as Microsoft Copilot to improve efficiency and service delivery.

Responsibilities

• Investigate, diagnose, and resolve technical issues across customer environments.
• Administer and support Linux and Windows server infrastructure, ensuring reliability, stability, and performance.
• Support database platforms, including monitoring, maintenance, backup, recovery, and performance investigations.
• Support MRI applications, web services, integrations, and associated technology platforms.
• Plan and deliver software upgrades, patching, and environment maintenance activities.
• Monitor platform health, analyze trends, and proactively identify opportunities to improve service reliability and customer experience.
• Collaborate with Product, Engineering, Cloud Operations, Infrastructure, and Network teams to investigate and resolve complex technical issues.
• Support major incident investigations and contribute to root cause analysis and service improvement activities.
• Create and maintain technical documentation, knowledge articles, operational procedures, and support guidance.
• Identify opportunities for automation and process optimization to improve operational efficiency and service delivery.
• Contribute to the adoption of AI-assisted support processes and tooling to enhance productivity, knowledge sharing, and customer outcomes.
• Build strong relationships with customers and internal stakeholders, providing high-standard technical support and communication.
• Share technical knowledge and provide guidance to colleagues, contributing to continuous learning and team development.
• Ensure service commitments, operational standards, and quality expectations are consistently achieved.

Skills

Linux

Windows Server

Networking concepts

Troubleshooting

Customer service

Automation scripting

AI-assisted tools

Tools

SQL Server

Microsoft Copilot

Job description

MRI Software seeks a Technical Support Consultant to deliver advanced technical and application support across cloud and on-prem environments. You will work in a high-performing Managed Services and Operations function, focusing on AI-enabled workflows and continuous service improvement.

The role involves collaborating with cross-functional teams, supporting government customers, and maintaining platform stability while operating in a hybrid model with 3 days from home.