GenAI Support Analyst (Level 1/Level 2 Support)

This is a contract role and hybrid to downtown.Position SummaryWe are seeking a GenAI Support Analyst to provide Level 1 and Level 2 operational and technical support for enterprise AI solutions. This role will serve as the primary point of contact for end users, troubleshooting issues, resolving incidents, and ensuring the reliable performance of deployed Generative AI applications. The ideal candidate combines strong technical problem-solving skills with a customer-focused approach to support and user enablement.Responsibilities:Provide Level 1 and Level 2 technical and operational support for GenAI applications and platforms.Serve as the first point of contact for end users, responding to and resolving support requests, incidents, and service tickets.Troubleshoot application, access, performance, and integration issues related to deployed AI solutions.Monitor system health, identify trends, and escalate complex issues to engineering or development teams as needed.Support user onboarding, training, and adoption initiatives for GenAI tools and capabilities.Document incidents, resolutions, and knowledge base articles to improve support processes and user experience.Collaborate with cross-functional teams to ensure platform stability, reliability, and continuous improvement.Assist with testing, deployment validation, and post-release support activities for new GenAI features and enhancements.Qualifications:2+ years of experience in Application Support, Help Desk, Technical Support, Service Desk, or IT Operations.Experience supporting SaaS, cloud-based, or enterprise applications.Familiarity with Generative AI technologies, AI-powered applications, or chatbot platforms is preferred.Strong troubleshooting, analytical, and problem-solving skills.Experience working with ticketing systems such as ServiceNow, Jira, or similar tools.Excellent communication skills with the ability to support both technical and non-technical users.Ability to prioritize multiple issues in a fast-paced environment.Knowledge of Microsoft Azure, OpenAI, Copilot, or other AI/ML platforms.Experience supporting APIs, integrations, and cloud environments.Understanding of incident management and ITIL support processes.