Join Expedient's AI CTRL team as the first point of contact for our secure enterprise AI platform. You'll handle client support across email, tickets, Slack/Teams, and phone, resolving approximately 80% of issues on first contact while escalating complex cases to engineering.
This is a high-impact opportunity in a fast-paced, entrepreneurial environment where you'll work at the forefront of enterprise AI technology, directly influencing customer success and product evolution.
Key Responsibilities
Primary Focus (80%):
- Provide tier-1 support for AI CTRL clients across multiple channels
- Troubleshoot and resolve technical issues, configuration problems, and user questions
- Achieve high first-contact resolution rates through product expertise and problem-solving
- Document solutions and contribute to knowledge base development
Secondary Focus (20%):
- Escalate complex issues to engineering with detailed context and follow through to resolution
- Identify recurring issues and collaborate with product teams on improvements
- Optimize support processes and develop troubleshooting guides
- Experience: 2+ years in technical support, help desk, or IT operations (SaaS/cloud services preferred)
- Skills: strong hands-on experience with generative AI platforms (ChatGPT, Claude, etc.) Comfortable with Linux/cloud environments and basic cloud computing concepts. Proficient with support ticketing systems and remote support tools
- Attributes: Excellent communication skills with ability to explain technical concepts clearly
- Education: Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience)
Location: Cleveland, Ohio office. On-site role, regional travel may be required.
Salary for this position will be based on your experience and your skills. Estimated salary range is $65,000 to $80,000 annually.
Top Skills
What We Do
Expedient is a network of data centers offering cloud computing, a wide range of managed services, and network connectivity.
