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.
Key Responsibilities:
-Customer Support: Respond to customer queries regarding security blocks on Gen AI products.
-Escalation Management: Escalate complex technical issues to L2 support and ensure timely resolution.
Knowledge Management: Create, update, and maintain knowledge articles to assist the support team and customers.
-Queue Monitoring: Monitor the servicing queue to ensure efficient handling of support requests.
-Feedback Loop: Oversee the feedback loop between L1 and L2/L3 support to recommend configuration changes and improvements.
-Tracking and Logging: Track and log all support requests and remediation steps to ensure accurate documentation and reporting.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
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-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.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.