Game Plan Tech

GenAI Platform Support Engineer – Tier 1

Game Plan Tech

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

Cyber Security

About the role

  • Provide timely and effective technical support to end-users regarding GenAI Platform (e.g., platform access, capabilities, models, API usage, etc.).
  • Document support interactions, troubleshooting steps, and resolutions in a ticketing system.
  • Triage and resolve user issues related to platform access, Generative AI model performance, API connectivity issues, and other GenAI Platform functionalities.
  • Act as the initial point of contact for all support inquiries, including general questions, “How-to” and usability questions, basic troubleshooting, and incident reporting/ security-related issues, providing resources and support to cybersecurity related inquiries.
  • Help maintain a tech support playbook or Standard Operating Procedure (SOP) to manage, triage and track all tech support activities and inquiries.
  • Collaborate with Tier 2/3 and engineering teams to resolve complex technical challenges and provide customer feedback for platform improvements.
  • Stay up-to-date on the latest Platform features and best practices.
  • This position requires participation in an 8 hour shift schedule to provide coverage during core service hours from 0600 to 2200 EST on weekdays.
  • This position requires participation in a rotational weekend shift schedule to provide intermittent coverage during core service hours.

Requirements

  • Must possess or be able to obtain an active DoW Secret security clearance
  • Understanding of information security principles and experience working within a regulated environment (e.g., DoW, government, or finance).
  • Practical knowledge of security best practices including encryption, authentication, and access control principles (e.g., role-based access control, least privilege).
  • Experience in a technical support or help desk role, especially in ticket management and prioritization in a high-volume, SLA-driven environment, or similar problem solving and customer interaction experience.
  • An interest in working with Generative AI concepts (e.g., LLMs, prompt engineering, etc.).
  • Excellent problem-solving and troubleshooting skills.
  • Strong communication and interpersonal skills.
  • Ability to work independently and as part of a team.
Benefits
  • Health insurance
  • Flexible work arrangements
  • Professional development
  • Paid time off
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Generative AIAPI usageticket managementtroubleshootingencryptionauthenticationaccess controlrole-based access controlproblem solvingcustomer interaction
Soft Skills
problem-solvingtroubleshootingcommunicationinterpersonalindependent workteam collaboration
Certifications
DoW Secret security clearance