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Mid-level Bangalore support role with common ITSM skills but some AI-platform specificity.
Support and ITSM skills are transferable, but Anthropic Claude and certification preference raise domain specificity.
Explicit 5-8 years requirement plus Claude certification and ServiceNow/ITSM expectations increases filter strictness.
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Own and update L1 enablement content, knowledge base articles, and L1.5/L2 runbooks for the Anthropic Claude Platform Managed Services.
Provide L1.5/L2 support for incidents and service requests, meeting specific service level agreements (SL-1 through SL-6).
Collaborate with AI and Security Architects to translate platform changes into updated support documentation and contribute to operational reviews and service level reporting.
Claude Certified Architect – Foundations (CCA-F) certification or commitment to obtain it promptly after joining.
Experience in application or platform support engineering using tiered support models (L1/L1.5/L2).
Strong technical writing skills for producing clear support documentation and enablement content.
Work Experience Required: 5-8 years relevant experience with a BA/BS degree or equivalent combination of education and experience.
Experienced in supporting AI/GenAI platforms with an ability to translate technical features into user-facing guidance.
Familiarity with ITSM/ServiceNow-based ticketing and service level environments, preferably with relevant certifications.
Exposure to platform transitions or knowledge transfer exercises and managing support documentation during such periods.