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Niche Anthropic Claude skill reduces applicants, but metro location and mid-level seniority increase competition.
Role requires AI platform-specific skills and certification, limiting transferability across unrelated support roles.
Mandatory Claude certification, explicit 5–8 years, and ServiceNow experience create strict screening.
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Own L1 enablement content, knowledge base, and runbook documentation for Anthropic Claude Platform Managed Services.
Provide L1.5/L2 incident and service request support to meet specified Service Level targets (SL-1 to SL-7).
Support operational reviews, onboarding documentation, and monthly Service Level reporting alongside AI and Security Architects.
Claude Certified Architect – Foundations (CCA-F) or commitment to obtain post-joining.
Experience in application or platform support engineering with tiered support models (L1/L1.5/L2).
Strong technical writing skills for runbooks and user-facing guidance documentation.
Work Experience Required: 5-8 years relevant experience or equivalent combination of education and experience.
Experienced in ITSM/ServiceNow-based ticketing and support environments focusing on platform and application support.
Ability to translate AI/GenAI platform features into clear support content and user guidance.
Familiarity with platform transitions and knowledge-transfer processes from outgoing providers would be advantageous.