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Mid-level metro role with niche Anthropic Claude certification reduces applicant pool.
Strong platform and Anthropic Claude certification requirements limit cross-industry transferability.
Mandatory 5–8 years plus Claude certification and ServiceNow experience creates strict shortlisting filters.
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Own development and maintenance of L1 enablement content, knowledge base articles, and runbooks for the Anthropic Claude Platform Managed Services.
Provide L1.5/L2 support for incidents and service requests, contributing to meeting service level targets (SL-1 through SL-7).
Support operational reviews, onboarding documentation, and monthly service level reporting, collaborating with AI and Security Architects for updates to support materials.
Claude Certified Architect – Foundations (CCA-F) certification required or commitment to obtain after joining.
5-8 years relevant experience or equivalent combination of education and experience in application or platform support engineering within tiered support models (L1/L1.5/L2).
Strong technical writing skills for producing clear support documentation, runbooks, and enablement content.
Experience with ITSM/ServiceNow-based ticketing and service level management environments.
Experienced in supporting AI/GenAI platforms with ability to translate technical platform features into user-facing guidance.
Proven ability to maintain and update technical support documentation in line with evolving platform features, policies, and guardrails.
Familiar with platform transitions or knowledge-transfer processes and capable of collaborating effectively with architects and cross-functional teams during such transitions.