What success looks like in this role:
The AI Support Engineer owns L1 enablement content, knowledge base maintenance, and runbook/documentation support for the Anthropic Claude Platform Managed Services engagement, and contributes L1.5/L2 support to help meet the Support Track's Service Levels.
Key Responsibilities- Develop and maintain L1 enablement content and knowledge base articles for Authorized Users of the Anthropic Claude platform and its supported products (Claude Code, Claude Cowork, Claude Design, Claude Agents).
- Maintain and continuously update L1.5/L2 support runbooks and technical documentation as platform features, guardrails, and policies evolve.
- Provide L1.5/L2 support for Incidents and Service Requests, contributing to Response/Restoration targets (SL-1 through SL-4) and Service Request Fulfillment (SL-6).
- Support the weekly operational review of Incidents, changes, defects, and Service Level performance.
- Assist with onboarding and rollout-wave documentation to support the Onboarding & Rollout Completion Service Level (SL-7).
- Collaborate with the AI Architect(s) and Security Architect to translate platform and guardrail changes into updated support documentation and enablement content.
- Support production of monthly Service Level reporting for the Support Track.
- Contribute to knowledge-transfer documentation alongside the AI Architect during the Transition Period, helping close gaps left by the Outgoing Providers.
- Claude Certified Architect – Foundations (CCA-F) — Anthropic's official proctored certification for designing and shipping enterprise-grade Claude applications (or committed to obtaining it within an agreed timeframe of joining).
- Experience in application or platform support engineering, including tiered (L1/L1.5/L2) support models.
- Strong technical writing skills — able to produce clear runbooks, knowledge base articles, and enablement content for end users and support teams.
- Experience working within ITSM/ServiceNow-based ticketing and service level environments.
- Comfortable working with AI/GenAI platform features and translating them into user-facing guidance.
- Hands-on familiarity with the Anthropic Claude platform (Claude Code, Claude Cowork, Claude Design, or Claude Agents).
- Experience supporting a platform transition or knowledge-transfer exercise from an outgoing provider.
- ServiceNow certification or equivalent ITSM tooling experience.
#LI-SN1
You will be successful in this role if you have:
BA/BS degree and 5-8 years’ relevant experience OR equivalent combination of education and experience.
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.
If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected]. US job seekers can find more information about Unisys’ EEO commitment here.
Skills Required
- Claude Certified Architect - Foundations (CCA-F) or committed to obtaining it within an agreed timeframe
- Experience in application or platform support engineering, including tiered L1/L1.5/L2 support models
- Strong technical writing skills for runbooks, knowledge base articles, and enablement content
- Experience working within ITSM/ServiceNow-based ticketing and service level environments
- Comfortable working with AI/GenAI platform features and translating them into user-facing guidance
- BA/BS degree and 5-8 years' relevant experience or equivalent combination of education and experience
- Hands-on familiarity with the Anthropic Claude platform (Claude Code, Claude Cowork, Claude Design, or Claude Agents)
- Experience supporting a platform transition or knowledge-transfer exercise from an outgoing provider
- ServiceNow certification or equivalent ITSM tooling experience
Unisys Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Unisys and has not been reviewed or approved by Unisys.
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Fair & Transparent Compensation — Fair & Transparent Compensation: Compensation terms at hire are often presented clearly and upfront, creating a straightforward “take it or leave it” expectation. Pay outcomes are also described as variable by role and geography, with some pockets viewed as satisfactory or above average.
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Retirement Support — Retirement Support: A 401(k) plan with an employer match is commonly described as part of the core package. The match is often characterized as a meaningful component of total rewards relative to other benefits.
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Healthcare Strength — Healthcare Strength: Core medical, dental, and vision coverage is described as available and broadly in line with a large IT-services employer. The underlying carrier network is sometimes viewed as solid even when cost concerns exist.
Unisys Insights
What We Do
Unisys is a global information technology company that builds high-performance, security-centric solutions for the most demanding businesses and governments on Earth. Unisys offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. We build better outcomes securely for our clients across the Government, Financial Services and Commercial
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