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Key Responsibilities

- Act as the first point of contact for end-user queries related to AI products and services.
- Resolve common and intermediate technical issues through support channels, emails, tickets, and direct user interactions.
- Log, track, and document incidents and resolutions in a structured format.
- Escalate complex issues to Level 3 Engineering teams with complete diagnostic information.
- Assist engineering and QA teams in reproducing issues, gathering evidence, and validating fixes.
- Maintain and enhance knowledge articles, FAQs, user guides, and self-service content.
- Monitor support queues and ensure adherence to SLA commitments.
- Drive effective handovers of open issues between shifts and support locations.




- Serve as a Product Point of Contact (POC) for one AI solution while maintaining knowledge across the AI portfolio. [AI Shield...L2.5) - JD | Word]

Required Skills

- Experience in Technical Support, Application Support, Service Desk, or IT Operations.
- Strong understanding of Generative AI technologies and AI-powered productivity tools.
- Experience supporting:
- Microsoft Copilot
- OpenAI ChatGPT
- Anthropic Claude
- Google Gemini
- Other enterprise AI platforms

- Knowledge of ticketing and ITSM tools such as ServiceNow.
- Robust troubleshooting and problem-solving skills.
- Excellent written and verbal communication skills.
- Experience creating knowledge base articles and user documentation.

📌 AI Support Analyst (Bengaluru)
🏢 Tata Consultancy Services
📍 Bengaluru