Desktop Support Specialist

Position : AI Technical Support Lead

Location : Phoenix, AZ (Hybrid 3 days per week)

Duration : 12 month contract +Extensions + Possible Conversion

Pay Rate : $45-$65 an hour on W2

Interview Process : 2 Rounds

Required Skills and Experience :

• Proven experience in a support or operations role, preferably within the AI or tech industry.
• Strong understanding of Gen AI products and security operations.
• Strong Security foundational knowledge (ideally in the following categories : SaaS, Network Security, Data Security, Risk)
• Excellent communication and customer service skills.
• Ability to manage and prioritize multiple tasks effectively.
• Experience with knowledge management and documentation.
• Familiarity with support ticketing systems and queue management.

Key Responsibilities :

Description :

We are seeking a dedicated and experienced contractor to oversee our L1 Support team for Gen AI security operations. The ideal candidate will be responsible for managing customer queries related to security blocks on Gen AI products, ensuring seamless escalation to L2 support for more technical issues, and maintaining up-to-date knowledge articles. This role involves monitoring a servicing queue, overseeing the feedback loop between L1 and L2 / L3 support for configuration recommendations, and tracking and logging all support requests and remediation steps.