AI Technical (2/3rd line) - Remote

We are seeking an AI Tchenical (2/3line SUPPORT) to support the adoption, administration and operational performance of enterprise AI technologies across the organisation.

This is a hands-on role combining AI platform support, technical troubleshooting, licence management, automation and AI application development. You will work across a rapidly evolving ecosystem of AI and developer tools, supporting users ranging from individual contributors through to senior and C-suite stakeholders.

The successful candidate will have a strong interest in emerging AI technologies and be comfortable getting hands-on with platforms such as Anthropic Claude, Microsoft Copilot, OpenAI, Figma AI, Cursor and internal SharePoint AI applications.

Key ResponsibilitiesAI Platform Operations & Technical Support

• Provide Tier 2/3 technical support across enterprise AI platforms.
• Support Claude, Microsoft Copilot, OpenAI/ChatGPT, Figma AI, Cursor and SharePoint AI applications.
• Troubleshoot API integrations, authentication, SSO, configuration and adoption issues.
• Monitor platform health, performance and service status.
• Work with vendors to report bugs, resolve technical issues and track service-level problems.
• Develop and maintain technical documentation, runbooks, FAQs and troubleshooting guides.

Licence Management & Cost Optimisation

• Manage and monitor AI platform licences and user allocations.
• Track utilisation across Claude, Copilot, OpenAI, Figma, Cursor and other platforms.
• Produce usage analytics, monthly reports and cost breakdowns.
• Identify opportunities to optimise licence utilisation and platform spend.
• Maintain user-level usage records and communicate changes to stakeholders.
• Support procurement activity, vendor comparisons, RFPs and contract preparation.
• Assist with business cases and ROI analysis for new AI technologies.

AI Agents & Application Development

• Design and build AI agents, applications and integrations.
• Work with APIs including Claude APIs, OpenAI APIs and Microsoft Copilot integrations.
• Identify opportunities to automate operational workflows.
• Scope, build, test and deploy automation solutions.
• Develop reusable agent templates, prompt libraries and integration patterns.
• Work with business and technical teams to gather requirements and improve AI solutions.

Incident & Change Management

• Respond to and troubleshoot AI platform incidents.
• Conduct root-cause analysis and implement preventative measures.
• Support platform upgrades, new feature releases and configuration changes.
• Maintain change logs, audit trails, compliance documentation and operating procedures.
• Ensure AI platforms operate in line with security, data governance and organisational policies.

AI Governance & Enablement

• Support the development and implementation of AI governance policies.
• Contribute to guidance around data privacy, acceptable use, prompt security and integrations.
• Produce training materials, how-to guides and enablement resources.
• Deliver knowledge-sharing sessions and webinars where required.
• Act as a key point of contact for internal AI adoption and usage queries.

• 1-4 years’ experience in technical operations, IT support, platform management, systems administration or a similar environment.
• Hands-on experience with at least 3 AI/developer platforms, such as:
• Anthropic Claude
• Microsoft Copilot
• OpenAI/ChatGPT
• Figma AI
• Cursor
• Similar enterprise AI or developer tools
• Experience with software/licence management and provisioning.
• Experience working with vendors and third-party technology providers.
• Understanding of incident, problem and change management.
• Strong troubleshooting and technical support capabilities.
• Working knowledge of Python, JavaScript or SQL.
• Experience working with REST/GraphQL APIs.
• Hands-on experience with Postman or a similar API testing tool.
• Basic understanding of AWS, Azure or GCP, including IAM, APIs and monitoring.
• Experience with Microsoft 365, particularly SharePoint, Teams and Outlook.
• Experience using Excel, SQL, Power BI, Tableau or similar tools for reporting and analysis.
• Familiarity with Git/version control.

Desirable Experience

The following would be advantageous:

• Experience supporting an enterprise AI adoption programme.
• AI governance or MLOps experience.
• Experience building chatbots, conversational AI or intelligent automation.
• Experience developing AI agents or integrating AI APIs into business applications.
• ITIL, CompTIA, AWS, Azure or similar technical certifications.
• Knowledge of security, compliance and data governance frameworks such as GDPR or SOC 2.
• Experience within life sciences, biotech or another regulated industry.
• Experience supporting senior leadership or C-suite users.

Education

• BE/BTech from an IIT institution is preferred.

What We’re Looking For

We’re looking for someone who is technically curious, proactive and passionate about AI.

You should be comfortable working independently, investigating unfamiliar technical problems and translating complex technology into practical solutions for non-technical users.

Strong communication skills are essential, as you’ll work across technical teams, business stakeholders, vendors and senior leadership.