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Tech Stack
Tools & technologiesSDLCSQL
About the role
Key responsibilities & impact- Gather and document business and functional requirements through interviews, workshops, document analysis, and workflow reviews
- Break projects into actionable tasks with clear timeframes, owners, and goals
- Schedule and facilitate regular team meetings; capture decisions, action items, and next steps
- Prepare clear documentation for internal teams and key stakeholders, leveraging AI writing and summarization tools to improve quality and efficiency
- Monitor project progress, proactively flag risks, and help drive issues to resolution
- Maintain and update project reports, dashboards, and status trackers on a regular cadence
- Use AI-assisted tools to analyze project data, identify patterns, and surface actionable insights
- Conduct acceptance testing of newly developed features and functionality
- Serve as a first point of contact for customers seeking technical assistance via phone, email, or web portal
- Troubleshoot technical issues systematically, using AI-powered diagnostic and knowledge base tools where applicable, and escalate unresolved cases to the appropriate support tier or engineering team
- Track and manage open issues through to resolution within agreed SLAs
- Provide timely, accurate, and professional responses to customers throughout the support lifecycle
- Verify that customer systems are fully functional following issue resolution
- Log all events, problems, and resolutions accurately in the ticketing system
- Contribute to the internal knowledge base by writing technical notes and user-facing documentation, using AI tools to maintain consistency and clarity
- Work closely with developers, QA engineers, and system engineers to support quality product delivery
- Apply basic prompt engineering techniques to get effective results from AI assistants in day-to-day tasks
- Build and maintain positive working relationships with customers and internal stakeholders.
Requirements
What you’ll need- Solid understanding of software development life cycle (SDLC) and common methodologies (Agile, Scrum, Waterfall)
- Familiarity with help desk or ticketing software and remote support tools
- Basic experience troubleshooting software or system issues remotely
- Exposure to relational databases (SQL knowledge is a plus)
- Comfortable working with AI assistants (such as ChatGPT, Claude, Copilot, or similar) for research, drafting, and problem-solving tasks
- Basic understanding of how large language models (LLMs) work and their practical limitations
- Ability to write clear, effective prompts to get useful outputs from AI tools
- Awareness of AI ethics, data privacy considerations, and responsible AI use in a professional setting
- Interest in how AI and automation are reshaping IT support, business analysis, and enterprise workflows
- Assist in designing and documenting multi-agent workflows that coordinate specialized AI agents across support, analysis, and reporting tasks.
Benefits
Comp & perks- Work with an established Silicon Valley leader in the cloud infrastructure industry;
- Work with exceptionally passionate, talented and engaging colleagues, helping Fortune 500 and Global 2000 customers implement next-generation cloud technologies;
- Be a part of cutting-edge, open-source innovation;
- Thrive in the high-energy environment of a young company where openness, collaboration, risk-taking, and continuous growth are valued;
- Professional development and training;
- Attend conferences and working groups;
- Company outings, happy hours, hackathons, and tech talks;
- Receive a competitive compensation package with a strong benefits plan.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
software development life cycle (SDLC)AgileScrumWaterfalltroubleshootingrelational databasesSQLprompt engineeringAI writing toolsacceptance testing
Soft Skills
communicationproblem-solvingteam collaborationcustomer servicedocumentationrisk managementrelationship buildingorganizational skillsattention to detailproactive approach