About the job

About AI71:

AI71 is an industry leader in artificial intelligence, delivering innovative solutions that empower developers, businesses and governments to solve complex challenges. AI71 builds secure, enterprise-ready applications powered by cutting-edge technology—tailored for knowledge workers and sector-specific needs. AI71 bridges the gap between advanced AI and real-world impact. Guided by a strong commitment to research and responsibility, we create transformative solutions that drive progress and empower communities.

The Role:

The Senior L1 Technical Support Specialist is an experienced frontline expert who owns the highest-volume and most nuanced first-tier issues, acts as a technical and procedural authority for the L1 team, and serves as a bridge between clients, L1 peers, and L2/engineering. This role goes beyond ticket resolution — it requires sound judgment on triage/escalation calls, ownership of process quality, and the ability to mentor others and shape how the support function operates, across both managed SaaS and on-premises client environments.

What You'll Do:

Technical Troubleshooting & Remediation (Advanced L1 Scope)

Independently diagnose and resolve the full range of L1 issues — access/auth, configuration errors, integration hiccups, data sync failures, browser/environment issues — with minimal reliance on scripts or runbooks.
Exercise judgment on ambiguous or novel issues that don't map cleanly to existing KB articles; determine root cause before escalating rather than passing along symptoms.
Perform deeper diagnostics: reading application/system logs, using admin tooling to inspect account/config state, replicating issues across environments, and identifying whether an issue is client-specific, platform-wide, or a known bug.
Own escalations end-to-end: write precise, engineer-ready handoff notes (reproduction steps, logs, impact scope, attempted fixes) that minimize back-and-forth with L2/engineering.
Act as the point of judgment on severity classification and incident triggers — knowing when a "simple" ticket is actually the first signal of a broader outage.
Identify patterns across tickets and proactively surface systemic issues to engineering/product before they become widespread.
Correlate incoming tickets with recent deployments or releases using release notes, change calendars, and status pages; escalate suspected release-related issues to L2/DevOps with timestamps, affected environments, and app versions.
Perform basic environment health checks per runbook: confirm service status, verify application versions across environments, and carry out approved routine actions such as clearing caches or restarting services.
Serve as a subject-matter expert (SME) for one or more platform modules, product lines, or client segments.

Responsibilities

About the job

About AI71:

The Role:

What You'll Do:

Technical Troubleshooting & Remediation (Advanced L1 Scope)

Independently diagnose and resolve the full range of L1 issues — access/auth, configuration errors, integration hiccups, data sync failures, browser/environment issues — with minimal reliance on scripts or runbooks.
Exercise judgment on ambiguous or novel issues that don't map cleanly to existing KB articles; determine root cause before escalating rather than passing along symptoms.
Perform deeper diagnostics: reading application/system logs, using admin tooling to inspect account/config state, replicating issues across environments, and identifying whether an issue is client-specific, platform-wide, or a known bug.
Own escalations end-to-end: write precise, engineer-ready handoff notes (reproduction steps, logs, impact scope, attempted fixes) that minimize back-and-forth with L2/engineering.
Act as the point of judgment on severity classification and incident triggers — knowing when a "simple" ticket is actually the first signal of a broader outage.
Identify patterns across tickets and proactively surface systemic issues to engineering/product before they become widespread.
Correlate incoming tickets with recent deployments or releases using release notes, change calendars, and status pages; escalate suspected release-related issues to L2/DevOps with timestamps, affected environments, and app versions.
Perform basic environment health checks per runbook: confirm service status, verify application versions across environments, and carry out approved routine actions such as clearing caches or restarting services.
Serve as a subject-matter expert (SME) for one or more platform modules, product lines, or client segments.