{"id":1390145,"url":"https://alion.io/job/ai71-technical-support-specialist-l1","title":"Technical Support Specialist - L1","company":{"id":192,"name":"AI71","domain":"ai71.ai","url":"https://alion.io/company/ai71","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":77,"open_postings":13,"ghost_share":0.308,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":98,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Abu Dhabi, United Arab Emirates"],"countries":["AE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure DevOps","optional":false},{"name":"CI/CD","optional":false},{"name":"Datadog","optional":false},{"name":"DNS","optional":false},{"name":"Git","optional":false},{"name":"GitHub Actions","optional":false},{"name":"Jenkins","optional":false},{"name":"Jira","optional":false},{"name":"SQL","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"Azure","optional":true},{"name":"Edge AI","optional":true}],"status":"live","first_seen_at":"2026-09-28T08:59:30Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-14T21:25:03Z","board_verified":true,"closed_at":null,"days_open":16,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":15},"description":"About AI71:\nAI71 is an industry leader in artificial intelligence, delivering innovative solutions that empower developers, businesses and governments to solve complex challenges. AI71 builds secure, enterprise-ready applications powered by cutting-edge technology-tailored for knowledge workers and sector-specific needs. AI71 bridges the gap between advanced AI and real-world impact. Guided by a strong commitment to research and responsibility, we create transformative solutions that drive progress and empower communities.\nThe Role:\nThe Senior L1 Technical Support Specialist is an experienced frontline expert who owns the highest-volume and most nuanced first-tier issues, acts as a technical and procedural authority for the L1 team, and serves as a bridge between clients, L1 peers, and L2/engineering. This role goes beyond ticket resolution - it requires sound judgment on triage/escalation calls, ownership of process quality, and the ability to mentor others and shape how the support function operates, across both managed SaaS and on-premises client environments.\nWhat You'll Do:\nTechnical Troubleshooting & Remediation (Advanced L1 Scope)\nIndependently diagnose and resolve the full range of L1 issues - access/auth, configuration errors, integration hiccups, data sync failures, browser/environment issues - with minimal reliance on scripts or runbooks.\nExercise judgment on ambiguous or novel issues that don't map cleanly to existing KB articles; determine root cause before escalating rather than passing along symptoms.\nPerform deeper diagnostics: reading application/system logs, using admin tooling to inspect account/config state, replicating issues across environments, and identifying whether an issue is client-specific, platform-wide, or a known bug.\nOwn escalations end-to-end: write precise, engineer-ready handoff notes (reproduction steps, logs, impact scope, attempted fixes) that minimize back-and-forth with L2/engineering.\nAct as the point of judgment on severity classification and incident triggers - knowing when a \"simple\" ticket is actually the first signal of a broader outage.\nIdentify patterns across tickets and proactively surface systemic issues to engineering/product before they become widespread.\nCorrelate incoming tickets with recent deployments or releases using release notes, change calendars, and status pages; escalate suspected release-related issues to L2/DevOps with timestamps, affected environments, and app versions.\nPerform basic environment health checks per runbook: confirm service status, verify application versions across environments, and carry out approved routine actions such as clearing caches or restarting services.\nServe as a subject-matter expert (SME) for one or more platform modules, product lines, or client segments.\nClient Relationship Management (Senior-Level)\nManage relationships with key/enterprise accounts or high-visibility clients, including sensitive or escalated situations.\nHandle client-facing calls for complex or multi-session issues, setting expectations and owning communication through to resolution.\nExercise discretion in de-escalation, including knowing when to involve a manager versus resolving independently.\nProvide input to account/client success teams on recurring pain points, churn risk signals, or opportunities for proactive outreach.\nRepresent the support function's voice in cross-functional conversations (product, engineering, CS) on client-impacting issues.\nKnowledge Transfer, Mentorship & Process Ownership\nOwn and continuously improve the KB: audit for gaps/outdated content, write new articles, and establish documentation standards for the team.\nDesign or refine triage workflows, escalation criteria, and runbooks based on recurring failure patterns.\nLead onboarding/training for new hires, including building training materials.\nRepresent L1 in retros, post-incident reviews, and cross-team process discussions.\nAct as a point of escalation for other L1 agents when they're unsure how to proceed (informal tier \"1.5\").\nWhat You'll Bring:\n3-5 years in technical support/helpdesk, with demonstrated growth in scope and ownership.\nFluency in Arabic is essential.\nTrack record of handling escalated or high-visibility client issues.\nExperience mentoring or informally leading peers.\nStrong working knowledge of complex enterprise platforms, browsers, OS environments (Windows/Mac), and common enterprise auth patterns (SSO, MFA, role-based permissions).\nComfortable reading logs and using admin/config tooling to diagnose issues without engineering support.\nWorking knowledge of networking fundamentals (DNS, VPN, API basics, HTTP status codes).\nBasic SQL for querying account/data state.\nFamiliarity with ticketing and monitoring/status tools (e.g., Zendesk, Jira Service Management, Statuspage, Datadog).\nKnowledge of end-to-end SDLC and application support lifecycle.\nExperience owning the creation and maintenance of SOPs and KB content related to applications.\nUnderstanding of the product's architecture at a level sufficient to reason about where in the stack an issue originates.\nProactive monitoring using monitoring tools and log reviews.\nFoundational DevOps awareness: understanding of CI/CD pipelines, deployments, and environments (dev/test/staging/prod); Git basics; and the ability to view build and deployment status in tools like Jenkins, GitHub Actions, or Azure DevOps.\nSound independent judgment - knows what to solve, what to escalate, and when to loop in a manager.\nStrong coaching and feedback skills; comfortable mentoring peers without formal authority.\nExecutive-ready communication for high-stakes client situations.\nProcess-oriented mindset with a bias toward fixing root causes, not just symptoms.\nCalm, credible presence in escalated or high-pressure situations.\nCollaborative across functions (engineering, product, CS/account management).\nComfort supporting clients running both managed SaaS and on-premises / air-gapped installs.\nGreat Pluses / Preferred Experience \nExposure to DevOps or release processes (e.g., post-release checks, following deployment runbooks, or working with DevOps teams on release-related tickets).\nSaaS/platform support experience.\nExperience with the specific product/stack.\nWhy AI71:\nMission-Driven Work: Work on cutting-edge AI applications with a talented and passionate team, solving real-world challenges in critical sectors.\nUnparalleled Opportunity: This is a chance to innovate and solve real-world challenges using AI at a company with unique access to world-leading models and resources.\nCareer Growth: We offer competitive compensation, benefits, and significant career growth opportunities as a foundational member of the team.\n World-Class Environment: Enjoy a flexible working environment and the latest tools & technologies needed to do your best work.","description_format":"text","description_chars":6851,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Arabic","level":"Advanced (C1)","optional":false}]},"benefits":["Flexible schedule","Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["LLM & Generative AI","AI Agents","AI Consulting & Integration"],"lifecycle":[{"event":"open","at":"2026-09-28T11:24:09Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":15,"expected_fill_days":98,"reasons":["conf:0","win:early"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/ai71-technical-support-specialist-l1","json_url":"https://alion.io/job/ai71-technical-support-specialist-l1.json","meta":{"generated_at":"2026-10-14T23:47:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":221,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":192},"rest":"https://alion.io/mcp/rest/get_company?id=192"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fai71-technical-support-specialist-l1"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fai71-technical-support-specialist-l1"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fai71-technical-support-specialist-l1"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ai71-technical-support-specialist-l1\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fai71-technical-support-specialist-l1"}]}