Job Description
Job Title: GenAI Technical Support Advisory Lead L25 Support Layer
Location: India Remote or India Office
Work Hours: US Time Zone Active until 300 PM PST
Role Overview
We are looking for a handson leader with expertise in Generative AI and enterprise AI chat technologies who can serve as an L25 support layer bridging the gap between frontline support L2 and deep technical experts L3 This person will act as the first point of escalation for AIrelated technical questions ensure quality in responses and coordinate with global colleagues to resolve complex queries This role is part technical support part advisory ensuring internal teams have the right AI tools workflows and knowledge to work effectively
Key Responsibilities
Serve as the primary point of contact for escalated technical queries related to Generative AI GenAI the internal enterprise AI chat solution and AIassisted workflows
Provide direct technical assistance and guidance to users escalate to and collaborate with L3 subjectmatter experts when necessary
Ensure accuracy consistency and quality in responses provided to internal teams
Document solutions best practices and repeatable workflows for common queries
Monitor and analyze support requests to identify training opportunities system improvements or process optimizations
Stay updated on emerging AI tools prompt engineering techniques and integration capabilities
Required Qualifications
Proven experience in Generative AI technologies including enterprise AI chat solutions eg Azure OpenAI Anthropic Claude Google Gemini or custom internal AI chat platforms
Strong technical troubleshooting and problemsolving skills especially in complex AI workflows
Excellent communication skills with the ability to explain technical concepts clearly to nontechnical audiences
Experience acting in an L25 role or similar owning escalations and bridging between support and engineering teams
Proactive resourceful and comfortable working across time zones
Strong documentation and knowledge management skills
Preferred Qualifications
Experience working in a technology support or AI advisory role
Familiarity with AI integration platforms eg n8n Zapier Workato or workflow automation tools
Exposure to prompt engineering best practices
This job is provided by Shine.com
