We are seeking a dedicated and skilled contractor to join our team as an L1 Support Specialist for Gen AI Security Operations. This role is integral to our 24/7 support availability, ensuring the security and reliability of our Gen AI products.

Key Responsibilities:
-Customer Support: Provide first-level support to customers, addressing queries and issues related to security blocks on Gen AI products.
-Issue Escalation: Escalate complex technical issues to L2 support as needed, ensuring timely and effective resolution.
-Knowledge Management: Create, update, and maintain knowledge articles to assist both the support team and customers.
-Queue Monitoring: Monitor the servicing queue to ensure prompt responses and resolutions to support requests.
-Feedback Loop Management: Oversee the feedback process between L1, L2, and L3 support to recommend and implement configuration changes.
-Documentation: Track and log all support requests and remediation steps for accountability and continuous improvement.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here.

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