Ai Support Engineer Jobs in Montreal, Quebec, Canada
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Montreal, Quebec, Canada
About the role
Role: AI Support Engineer Location: Montreal (French) Duration: Long Term Contract
Job Description: ole 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 (Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Grok and Gemini, together with other AI products as they are introduced (for example Zoom AI Companion)) 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
- 5+ years in a technical support, service desk or application-support role in an enterprise environment.
- Familiarity with M365 and a strong interest in AI products; able to learn new AI tools quickly.
- Experience using ticketing and knowledge tools (e.g. ServiceNow, Jira/Confluence).
- Strong verbal and written communication, high level of comfort with end-user engagement and a patient listener.
- History of reading and writing technical documentation
- Experience with 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, collaboration and handover across locations.
- Strong communicator. Customer-focused troubleshooting and triage across multiple channels.
- Technical writing experience. Disciplined, structured documentation and query capture.
- Mentorship and technical knowledge transfer both upstream and downstream
- Knowledge of ITIL and escalation, with complete context to Level 3 and QA.
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About Apptoza Inc.
Apptoza is a boutique IT service provider, offering a comprehensive range of IT services and solutions. We take pride in delivering excellence in IT consulting to businesses of all sizes, from large enterprises to mid-sized and small businesses.
Founded by a team of seasoned IT professionals, Apptoza provides the expertise and leadership necessary to drive successful IT projects and help companies achieve their strategic goals. Whether you require full-scale IT project execution, application management services, or short-term consulting, our solutions are designed to enhance efficiency across systems, processes, and teams.
As a one-stop IT solutions provider, we offer end-to-end expertise in IT applications. Our consultants have an average of 10+ years of experience, delivering IT implementations across North America, Europe, and Asia. With deep industry knowledge, strong business acumen, and exceptional communication skills, we ensure tailored solutions that align with your unique business needs.
With a global team based in the USA, Canada, and India, we provide flexible, high-quality, and cost-effective IT project implementations. Our customized delivery models—blending on-site, near-site, and off-site services—ensure optimal outcomes for our clients.
At Apptoza, our success is built on a client-first philosophy. We believe that delivering outstanding service and long-term collaboration sets us apart from the competition. Our commitment to excellence and innovation fosters strong, lasting partnerships with our clients.
At Apptoza, your success is our priority.