• Provide timely and effective technical support to end-users regarding GenAI Platform (e.g., platform access, capabilities, models, API usage, etc.). • Document support interactions, troubleshooting steps, and resolutions in a ticketing system. • Triage and resolve user issues related to platform access, Generative AI model performance, API connectivity issues, and other GenAI Platform functionalities. • Act as the initial point of contact for all support inquiries, including general questions, “How-to” and usability questions, basic troubleshooting, and incident reporting/ security-related issues, providing resources and support to cybersecurity related inquiries. • Help maintain a tech support playbook or Standard Operating Procedure (SOP) to manage, triage and track all tech support activities and inquiries. • Collaborate with Tier 2/3 and engineering teams to resolve complex technical challenges and provide customer feedback for platform improvements. • Stay up-to-date on the latest Platform features and best practices. • This position requires participation in an 8 hour shift schedule to provide coverage during core service hours from 0600 to 2200 EST on weekdays. • This position requires participation in a rotational weekend shift schedule to provide intermittent coverage during core service hours.