GenAI Platform Support Engineer (Tier 2)

Location: Remote USA

Department: Engineering

GenAI Platform Support Engineer (Tier 2)

Role Overview

We're seeking a GenAI Platform Support Engineer to join us at Game Plan Tech. 

We believe that great ideas can come from anywhere, and we're looking for the next generation of technical professionals to help us build what's next. We value curiosity, motivation, and a passion for technology.

Key Responsibilities

• Provide timely and effective technical support to end-users regarding GenAI Platform (e.g., platform access, capabilities, models, API usage, etc.).
• Document support interactions, troubleshooting steps, and resolutions in a ticketing system.
• Perform in-depth diagnostics and root cause analysis (RCA) for novel issues, including complex integration, performance, or latency issues.
• Act as the initial point of contact for security-related issues, providing resources and support to cybersecurity related inquiries, and escalating issues as needed to the proper authority.
• Directly collaborate with Generative AI Operations (GenAIOps) and Software Engineering teams to communicate complex bugs, test potential fixes, and validate resolution.
• Monitor system health, performance, and automated alerts to proactively identify and address emerging trends or system degradation before they impact the user base.
• Collaborate with Tier 1/3 and engineering teams to resolve complex technical challenges and provide customer feedback for platform improvements.
• Maintain oversight into user accounts, groups, licenses, and agreements.
• Maintain awareness of configuration of new GenAI Platform features and applications.
• Proficiently diagnose complex issues across various Linux OS environments, cloud networking (VPC, firewall, routing), authentication layers critical to the GenAI platform.
• Create and maintain a tech support playbook or Standard Operating Procedure (SOP) to manage, triage and track all tech support activities and inquiries.
• Compile and deliver weekly and monthly technical support metrics, conduct trend analysis to identify recurring issues and inform platform improvements
• This position requires participation in an 8 hour shift schedule to provide coverage during core service hours from 0600 to 2200 EST on weekdays.
• This position requires participation in a rotational weekend shift schedule to provide intermittent coverage during core service hours.

Desired Qualifications

• Required Qualifications:
• Must possess or be able to obtain an active DoW Secret security clearance
• Understanding of information security principles and experience working within a regulated environment (e.g., DoD, government, or finance).
• Practical knowledge of security best practices including encryption, authentication, and access control principles (e.g., role-based access control, least privilege).
• Minimum of 3+ years of direct experience in Tier 2/Escalation Support, System Administration, or DevOps roles in a cloud environment.
• Advanced hands-on knowledge of Generative AI, GenAI APIs, LLMs, prompt engineering, etc.), and interpreting logs and performance metrics.
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.  
• Preferred Qualifications:
• Relevant certifications in cloud platforms (e.g. CompTIA Security+ (or equivalent, e.g. CISSP entry-level), AWS/Azure/GCP Cloud Practitioner/Admin, etc.) and/or a Cloud Associate/Professional level certification (e.g., Google Cloud Certified - Professional Cloud Architect/Engineer).
• Proficiency in Python or Bash for automation and processing of system logs.
• Proven experience with advanced cloud services (Compute, IAM, Networking, Security) on at least one major provider (GCP, AWS, or Azure).
• Knowledge of Data Governance and Privacy/Compliance standards relevant to government/defense (e.g., CUI, ITAR, CMMC, FedRAMP, DISA Impact Levels).
• Associates degree in Information Technology, Computer Science, or a related field (or equivalent experience).

Why Game Plan Tech?

Join a dynamic and growing team at Game Plan Tech, dedicated to empowering public sector organizations with best-in-class Google solutions. We foster a collaborative environment where you can make a significant impact, drive innovation for our clients, and advance your career.

Game Plan Tech is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We provide equal employment opportunities to all individuals, regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law. We value diversity and are committed to ensuring a respectful, inclusive, and supportive environment for all employees, contractors, and applicants.

If you require reasonable accommodation during the application process or employment, please contact [email protected].