AI Support Analyst – Generative AI, M365 & Technical Support

AI SUPPORT ANALYST – GENERATIVE AI, M365 & TECHNICAL SUPPORT ROLE SUMMARY We are seeking a Level 2.5 AI Support Analyst to act as the front line for end-user AI, answering user questions across the firm's AI portfolio and capturing every query in a structured way. You will resolve what you can, escalate what you cannot, and document each interaction so that the knowledge feeds a future AI support agent.

Each analyst maintains broad coverage of the full portfolio while owning one product as point of contact.

KEY RESPONSIBILITIES

Answer all user questions across channels — helpdesk tickets, support channels, email, and direct queries — for the full AI portfolio. Document every query and resolution in a consistent, structured format to build the knowledge base and feed the future AI support agent. Resolve common and intermediate issues at first contact; escalate complex engineering issues to Level 3 with clear, complete context.

Assist Level 3 engineering and QA testers — reproduce issues, gather evidence, and validate fixes. Own one AI product as point of contact (POC) while maintaining working knowledge of the full portfolio; provide cover for the partner location. Maintain and improve self-help content, FAQs, and how-to guidance for end users.

Support a clean handover of open items between locations at shift change.

QUALIFICATIONS

& EXPERIENCE Good years of experience in a technical support, service desk, or application-support role in an enterprise environment. Familiarity with M365 and a strong interest in AI products; ability to learn new AI tools quickly. Experience using ticketing and knowledge tools (e.g., Service. Now, Jira/Confluence). Strong verbal and written communication skills, high comfort with end-user engagement, and ability to listen patiently.

Experience reading and writing technical documentation. Experience mentoring teammates and colleagues, strong knowledge-sharing habits, and a history of team development. For Montreal, bilingual English/French is an asset. CORE SKILLS Self-starter, self-directed, team player, with collaboration and handover across locations.

Strong communicator with customer-focused troubleshooting and triage across multiple channels. Technical writing experience, disciplined and structured documentation, and query capture. Mentorship and technical knowledge transfer both upstream and downstream. Knowledge of ITIL and escalation, with complete context provided to Level 3 and QA.

Quick learner, keen to stay on top of the fast-moving AI environment and current on products and features.