Job Title: AI Support Analyst
Location: Montreal, QB
Job Type: Full-Time (FTE)
Work Model: Hybrid
Job Summary We are seeking an AI Support Analyst (Level 2.5) to provide enterprise-level support for AI products including Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Google Gemini, Grok, Zoom AI Companion, and future AI solutions. The ideal candidate will resolve user issues, document knowledge, collaborate with Level 3 Engineering, and contribute to building an enterprise AI knowledge base.
Key Responsibilities Provide Level 2.5 support for enterprise AI products across helpdesk tickets, email, chat, and support channels.
Troubleshoot and resolve user issues related to Microsoft Copilot, ChatGPT, Claude, Gemini, Grok, Zoom AI Companion, and other AI platforms.
Document every user query, resolution, and troubleshooting step in a structured knowledge base.
Escalate complex issues to Level 3 Engineering with complete technical context.
Assist engineering and QA teams by reproducing issues, collecting logs, validating fixes, and supporting testing activities.
Serve as the Point of Contact (POC) for one AI product while maintaining working knowledge across the complete AI portfolio.
Develop and maintain FAQs, user guides, technical documentation, and self-service knowledge articles.




Ensure smooth handover of open support items across global teams and shifts.
Mentor team members and promote knowledge sharing and continuous improvement.
Required Skills Technical Support
Application Support
AI Support
Microsoft Copilot
OpenAI ChatGPT
Anthropic Claude
Google Gemini
Grok
Zoom AI Companion
ServiceNow
Jira
Confluence
M365
ITIL
Ticket Management
Technical Documentation
Knowledge Base Management
Troubleshooting
Customer Support
Preferred Qualifications Experience in enterprise service desk or application support environments.
Familiarity with AI technologies and Generative AI products.
Experience mentoring team members and supporting knowledge transfer.
Bilingual (English/French) is an asset for the Montreal location.
Key Competencies Excellent verbal and written communication.
Strong customer service and problem-solving skills.
Ability to learn new AI technologies quickly.
Experience with structured documentation and technical writing.
Strong collaboration, teamwork, and stakeholder management skills.
Ability to manage escalations and work effectively in quick-paced enterprise environments.

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📌 AI Support Analyst (Quebec City)
🏢 AceStack
📍 Quebec City