AI Support Analyst

N2P Systems is seeking an experienced AI Support Analyst to join our enterprise technology delivery team in Montreal, Quebec, Canada. At N2P Systems, you will put 3-5 years of hands-on experience with Technical Support, Enterprise Application Support and Microsoft 365 to work on mission-critical enterprise systems. This is an existing full-time, hybrid vacancy with N2P Systems.

The AI Support Analyst Level 2.5 serves as a frontline support specialist for enterprise AI products, helping employees resolve issues and use the organization's AI portfolio effectively. The role covers products including Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Grok, and Google Gemini, along with additional AI tools introduced across the organization. The analyst resolves common and intermediate issues, escalates complex problems to Level 3 engineering, and documents every interaction to build a structured knowledge base that can support a future AI support agent.

N2P Systems uses AI to help screen and assess applications for this role. N2P Systems is an enterprise technology consulting and digital solutions firm operating across Canada, the United States and India.

Key Responsibilities:

• Respond to user questions across helpdesk tickets, support channels, email, and direct inquiries for the enterprise AI portfolio.
• Capture user queries, troubleshooting steps, and resolutions in a consistent, structured format.
• Resolve common and intermediate technical issues at first contact and escalate complex engineering issues to Level 3 with complete supporting context.
• Assist engineering and QA teams by reproducing issues, gathering evidence, and validating fixes.
• Own one AI product as the designated point of contact while maintaining working knowledge of the broader AI portfolio.
• Provide support coverage for the partner location and coordinate handovers between locations at shift changes.
• Maintain and improve self-help content, FAQs, knowledge articles, and end-user guidance.
• Share technical knowledge with colleagues and contribute to team development.

Required Skills & Qualifications:

• Experience in a technical support, service desk, or application-support role within an enterprise environment.
• Familiarity with Microsoft 365 and an interest in enterprise AI products.
• Ability to learn new AI tools, product features, and support procedures quickly.
• Experience with ticketing systems and knowledge management tools.
• Ability to troubleshoot and triage user issues across multiple support channels.
• Experience reading and writing technical documentation and maintaining structured support records.
• Understanding of ITIL practices, incident escalation, and support handover procedures.
• A customer-focused approach to end-user support and technical knowledge sharing.

Preferred Qualifications:

• Familiarity with Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Grok, Google Gemini, or Zoom AI Companion.
• Experience with ServiceNow, Jira, and Confluence.
• Experience assisting engineering and QA teams with issue reproduction, evidence collection, and fix validation.
• Experience mentoring colleagues and transferring technical knowledge across teams and locations.
• Familiarity with ITIL-based support processes and structured knowledge management.
• French-English bilingual capability is an asset for the Montreal location.

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