AI Support Engineer

Join Expedient's AI CTRL team as the first point of contact for our secure enterprise AI platform. You'll handle client support across email, tickets, Slack/Teams, and phone, resolving approximately 80% of issues on first contact while escalating complex cases to engineering.

This is a high-impact opportunity in a fast-paced, entrepreneurial environment where you'll work at the forefront of enterprise AI technology, directly influencing customer success and product evolution.

Key Responsibilities

• Primary Focus (80%):
• Provide tier-1 support for AI CTRL clients across multiple channels
• Troubleshoot and resolve technical issues, configuration problems, and user questions
• Achieve high first-contact resolution rates through product expertise and problem-solving
• Document solutions and contribute to knowledge base development
• Secondary Focus (20%):
• Escalate complex issues to engineering with detailed context and follow through to resolution
• Identify recurring issues and collaborate with product teams on improvements
• Optimize support processes and develop troubleshooting guides, I certify that the information set forth in this application are true and complete. I understand that false statements or omissions may result in my disqualification as an applicant or termination if I'm employed.* YESNO If a current employee referred you to apply for this position, please provide their name for our records. Desired/expected annual salary - please provide a numerical range.* Are you currently, or have you ever been employed by Expedient?* Do you currently have a non-compete/non-disclosure agreement of any kind with your existing or former employer?* Do you need, or will you need in the future, any immigration related support or sponsorship from Expedient in order to begin or continue employment with Expedient? This includes support (such as J-1, F-1 CPT letter, OPT, STEM OPT Training Plan) and visa sponsorship for employment (H-1B, H-1B1, E-3, O-1, or TN).* YESNO Do you live in the Cleveland, Ohio area now?* YESNO What state do you currently live in?* The following questions are entirely optional. To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more. Gender Race/Ethnicity

• Experience: 2+ years in technical support, help desk, or IT operations (SaaS/cloud services preferred)
• Skills: strong hands-on experience with generative AI platforms (ChatGPT, Claude, etc.) Comfortable with Linux/cloud environments and basic cloud computing concepts. Proficient with support ticketing systems and remote support tools
• Attributes: Excellent communication skills with ability to explain technical concepts clearly
• Education: Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience)

Salary for this position will be based on your experience and your skills. Estimated salary range is $65,000 to $80,000 annually.

WORKING FOR EXPEDIENT We prioritize ongoing education and continuous innovation to remain at the forefront of the information technology landscape. Our commitment to learning is reflected in our comprehensive employee training and tuition reimbursement programs, which are driven by our employees and funded by Expedient 100%.

For our full-time employees we offer an exceptional benefits package including three weeks of paid time off annually that increases with tenure plus your birthday off and a health holiday to be used for preventive care. We offer parental leave, top-tier medical, dental, and vision, disability and life insurance, at an affordable rate, wellness engagement opportunities, and a 401(k) with a generous match.

We also recognize the importance of a comfortable and convenient work environment. We offer a hybrid work model for many roles, paid parking and other perks.