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Job Description

Role Overview

As an AI Solutions IT Support Specialist, you will act as the critical bridge between our cutting-edge Small Language Models (SLMs) and the enterprise clients who rely on them. Unlike traditional IT support, this role requires a blend of software troubleshooting, AI integration knowledge, and an understanding of highly specialized industry domains.

You will provide advanced technical assistance for our suite of AI software and domain-specific SLMsranging from AI-assisted mobile app and web development tools to specialized models trained for Finance, Law, Medicine, Marketing, and Education. You will diagnose complex API issues, troubleshoot anomalous model behaviors, and ensure seamless operation of our AI solutions for B2B clients, acting as the technical liaison between end-users and our core engineering teams.

Key Responsibilities

• Advanced AI & Software Support: Serve as the primary technical point of contact for enterprise clients utilizing our domain-specific SLMs and AI software suite. Troubleshoot API integration failures, platform bugs, authentication errors, and deployment blockers.
• Domain-Specific Troubleshooting: Diagnose and resolve issues unique to specialized models. This includes investigating precision errors in AI for Finance, navigating regulatory guardrail triggers in AI for Law and Medicine, and debugging code-generation or deployment issues in AI for App/Web Development.
• Model Behavior & Prompt Debugging: Assist clients in resolving unexpected model outputs, edge-case hallucinations, or context-window limitations. Guide users in optimizing their prompts and system instructions for specific SLMs to achieve accurate results.
• Cross-Functional Escalation: Act as a technical translator between clients and internal teams. Accurately reproduce complex bugs, isolate anomalies in model reasoning, and escalate them to Machine Learning Engineers and Data Scientists with detailed error logs and context.
• Integration & Architecture Assistance: Guide developers and business stakeholders through integrating our AI APIs and software into their existing tech stacks, ensuring smooth deployment across varied enterprise environments.
• Knowledge Base Management: Document recurring issues, create technical troubleshooting guides, and maintain a comprehensive, easily scannable knowledge base for both internal support teams and client-facing portals.
• Performance Monitoring & QA: Proactively monitor system alerts and client usage patterns to identify software latency, API downtime, or SLM performance degradation. Participate in testing new model updates before they are rolled out to specific industry verticals.

Ideal Candidate profile

Graduate / Diploma in any STEM based curriculum.

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Education