Job Family:

IT Architecture/Cloud (India)

Travel Required:

None

Clearance Required:

None

What You Will Do

• Lead advanced technical support and escalation management for enterprise AI platforms, including Microsoft Copilot Tier 4, Claude, and ChatGPT Enterprise.
• Act as the primary technical escalation point for complex incidents, platform issues, user-impacting defects, integrations, access problems, policy/configuration concerns, and service disruptions.
• Troubleshoot AI platform issues across identity, permissions, tenant configuration, data access, plugins/connectors, browser/client behavior, network, security controls, and enterprise integrations.
• Collaborate with Microsoft, Anthropic, OpenAI, internal engineering teams, security teams, product owners, and business stakeholders to resolve high-severity issues.
• Perform root cause analysis for recurring incidents and drive corrective and preventive actions.
• Support enterprise rollout, adoption, governance, and operational readiness for GenAI platforms.
• Create and maintain technical documentation, support playbooks, known-error articles, troubleshooting guides, SOPs, and escalation workflows.
• Monitor platform health, usage trends, incident patterns, and support metrics to identify opportunities for automation and service improvement.
• Mentor T1/T2 support engineers and provide technical guidance on AI platform support processes.
• Participate in major incident management, change reviews, release readiness, and post-incident reviews.
• Ensure support activities align with enterprise security, compliance, privacy, and responsible AI requirements.

What You Will Need

• Bachelor’s or Master’s Degree in Computer Science, Information Technology, Engineering, or a related field.
• 8 to 12 years of overall IT experience, with at least 3 to 5 years in senior technical support, escalation engineering, platform operations, cloud support, or enterprise application support.
• Strong hands-on experience supporting enterprise SaaS platforms, preferably Microsoft 365, Microsoft Copilot, Azure, OpenAI, Claude, ChatGPT Enterprise, or similar AI productivity platforms.
• Experience handling Tier 3/Tier 4 escalations, major incidents, root cause analysis, and vendor coordination.
• Strong understanding of Microsoft 365 ecosystem, including Entra ID/Azure AD, Teams, SharePoint, OneDrive, Exchange Online, Purview, Conditional Access, and enterprise security policies.
• Working knowledge of GenAI concepts, LLM behavior, prompt flows, AI governance, data privacy, enterprise controls, and responsible AI practices.
• Ability to troubleshoot authentication, authorization, permissions, licensing, tenant configuration, API/integration, browser/client, network, and data access issues.
• Experience working with ITSM tools such as ServiceNow, Jira, Azure DevOps, or similar platforms.
• Strong communication and collaboration skills, with the ability to work effectively with technical teams, business users, vendors, and leadership.
• Ability to document complex technical issues clearly and provide actionable recommendations.
• Strong analytical, problem-solving, and ownership mindset.
• Experience working in a global support model with SLA-driven operations.

What Would Be Nice To Have:

• Experience with Microsoft Copilot for Microsoft 365, Copilot Studio, Azure OpenAI Service, Microsoft Graph, Power Platform, or enterprise AI integrations.
• Experience supporting ChatGPT Enterprise, Claude Enterprise, or other LLM-based enterprise platforms.
• Knowledge of API testing, REST APIs, Postman, PowerShell, Python, or automation scripting.
• Familiarity with observability, monitoring, and log analysis tools such as Splunk, Azure Monitor, Log Analytics, or Datadog.
• Understanding of enterprise security and compliance frameworks such as SOC 2, ISO 27001, GDPR, HIPAA, or internal risk controls.
• Experience creating knowledge base articles, runbooks, support dashboards, and operational reports.
• Microsoft certifications such as MS-900, SC-900, AZ-900, MS-102, or Azure AI Engineer Associate.
• ITIL Foundation certification or experience working in ITIL-based service management processes.
• Prior experience mentoring junior engineers or leading technical support pods.

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

About Guidehouse

Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

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