AI Support Engineer

What You’ll Do

• Manage and track service tickets throughout their lifecycle

• Investigate, troubleshoot, and resolve user queries or route them to the appropriate teams

• Maintain ticket documentation and provide timely updates

• Monitor support queues and follow up on unresolved requests

• Prepare daily, weekly, and monthly operational reports

• Create month-end reports, dashboards, and performance summaries

• Gather, validate, and analyze data from multiple sources

• Present findings and recommendations in a clear and concise format

• Perform manual chargeback calculations and reconciliations

• Validate billing, usage, and cost allocation data

• Support month-end close activities and reporting requirements

• Maintain records, trackers, and operational documentation

• Leverage AI tools such as ChatGPT, OpenClaw, NemoClaw, Hermes Agents, and similar platforms to improve productivity and support processes

• Assist users with AI-related queries and best practices

• Identify opportunities to automate repetitive administrative tasks

What You’ll Need

Required:

• Bachelor’s degree or equivalent experience in Business Administration, Operations, Finance, Information Systems, or a related field

• 3 to 5 years of relevant experience

• Experience handling service tickets and user support requests

• Experience preparing operational and management reports

• Advanced Microsoft Excel skills, including PivotTables, VLOOKUP, XLOOKUP, Power Query, formulas, charts, and data analysis

• Proficiency in Microsoft Word and PowerPoint

• Familiarity with AI tools such as ChatGPT, OpenClaw, NemoClaw, Hermes Agents, or similar AI platforms

• Ability to work with reporting tools and data management systems

Preferred:

• Experience supporting month-end close, chargeback calculations, reconciliations, billing validation, or cost allocation activities

• Experience identifying and implementing opportunities to automate repetitive administrative tasks

Physical Demands