AI Platform Support Technician

About the role

ScalableOS wants a first-line support technician for its AI platform who troubleshoots API and integration incidents, helps staff use Claude, and writes runbooks.

What you'll do

• Be the first responder for AI platform incidents, including gateway failures, MCP server errors, app defects, and integration breakage.
• Reproduce issues, diagnose them against runbooks, and escalate to engineering with reproduction steps, logs, and the failed runbook step.
• Support staff using Claude day to day: access, onboarding, usage-policy questions, and live troubleshooting of prompts and connectors.
• Build the runbook library in Git so resolved escalations become runbooks the support team owns.
• Watch platform health with scheduled probes and open incidents before users notice.

Requirements

• 3+ years of IT, MSP, or application support with API troubleshooting: HTTP status codes, JSON, and logs.
• Working Git knowledge (clone, branch, commit, pull request) and PowerShell or Python literacy to read and adjust a diagnostic script.
• Daily hands-on use of an LLM assistant such as Claude, ChatGPT, or Copilot, and strong written English for runbooks.
• Experience supporting US-based users in real time, on video, in English.
• Willing to accept long-term work from home and a permanent night shift.

About ScalableOS

ScalableOS is hiring in the Philippines for long-term work-from-home AI platform support on a permanent night shift.

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