Executive

Job Description

AI Support Engineer
Responsibilities:
• Design, implement, and maintain the Document Management System to ensure efficient document storage, retrieval, and security.
• Collaborate with cross-functional teams to understand business requirements and translate them into effective DMS solutions.
• Configure, customize, and troubleshoot the DMS to meet specific workflow and user needs.
• Implement data security measures and ensure compliance with relevant regulations, including data encryption and access controls.
• Perform system upgrades, patches, and migrations as needed, while minimizing disruption to users.
• Provide user training and support, addressing DMS-related issues and ensuring smooth system adoption.
• Proactively monitor system performance, troubleshoot technical problems, and optimize system efficiency.
• Stay updated on industry best practices and emerging technologies in document management and recommend improvements accordingly.
• Provide L1/L2 technical support for Legal AI platforms such as Harvey, Legora, VectorFlow, August AI (and other AI-enabled legal productivity tools).
• Manage onboarding and user enablement: user access provisioning, role setup, workspace configuration, and license administration.
• Support SSO/Authentication integrations (Azure AD / SAML / OAuth), coordinate with vendors for configuration and troubleshooting.
• Diagnose and resolve common AI tool issues including access failures, latency/performance issues, prompt execution errors, permissions issues, and workspace configuration defects.
• Maintain and enforce security best practices including access controls, audit logs, data handling policies, and compliance requirements.
• Monitor AI tool performance, incident trends, and usage analytics to proactively identify and resolve recurring issues.
• Coordinate vendor escalations (L3) and manage ticket lifecycle, SLA tracking, and RCA documentation.
• Create and maintain support documentation: SOPs, troubleshooting guides, known issues list, FAQs, and user training material.
• Support testing of new releases, patches, and feature rollouts with minimal disruption to users.
• Collaborate with LegalTech, IT Security, and Infrastructure teams to ensure stable adoption and governance of AI platforms across business functions.
• Stay updated on GenAI platform capabilities, best practices, and new vendor features, and recommend improvements accordingly.

Qualifications:
• Bachelor’s degree in computer science, Information Technology, or a related field.
• 3–5 years of experience in application support / enterprise SaaS support / IT service delivery (GenAI support experience preferred).
• Exposure to AI platforms such as Harvey / Legora / VectorFlow / August AI or similar tools (Copilot, Leya, etc.) is a strong plus.
• Strong working knowledge of SSO (SAML/OAuth), Azure AD, user provisioning and access management.
• Understanding of information security, data privacy, compliance controls, and governance in enterprise environments.
• Strong troubleshooting skills across browser, network, authentication, permissions, and application workflows.
• Excellent communication skills to interact with end users, IT stakeholders, and external vendors.
• Familiarity with ITSM processes and tools (e.g., ServiceNow/Jira) for incident and request management.
• Development and scripting knowledge is a plus.