• 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 team mates and colleagues, strong knowledge-sharing habits, and a history of team development.
• For Montreal, bilingual (English/French) is an asset.