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Mid-level experience, metro location, and general devops appeal create moderate applicant competition.
Role requires Anthropic Claude platform and ITSM expertise, so skills are less transferable across industries.
Explicit years, mandatory Claude certification commitment, and ServiceNow/ITSM requirements make shortlisting stringent.
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Own development and maintenance of L1 enablement content, knowledge base articles, and runbooks for the Anthropic Claude platform and related products.
Provide L1.5/L2 support for incidents and service requests, contributing to defined service level targets (SL-1 through SL-7).
Collaborate with AI and Security Architects to update support documentation and contribute to operational reviews and service level reporting.
Claude Certified Architect – Foundations (CCA-F) certification or commitment to obtain it after joining.
Experience in application or platform support engineering with tiered support models (L1/L1.5/L2).
Strong technical writing skills for producing clear runbooks and knowledge base content.
Work Experience Required: 5-8 years relevant experience or equivalent combination of education and experience.
Experienced in ITSM/ServiceNow-based ticketing and service level management environments.
Comfortable with AI/GenAI platform features and translating technical details into user-facing guidance.
Has exposure to supporting platform transitions or knowledge transfer exercises and preferably hands-on experience with Anthropic Claude platform products.