Application Production Support (AI platform)

Role: Application Production Support (AI platform)

Location: Charlotte, NC or Irving, TX (Hybrid - local candidates preferred)

Employment type: W2 only

Duration: Long-term contract

Skills:

• Exadata
• MS Office Word, Excel, PowerPoint
• Proficient at Microsoft Word, Excel and PowerPoint
• *Adapt at SQL queries*
• 5+ years of experience working with SQL
• AI
• AI Engineer
• Complex SQL Queries
• Mongo DB
• Salesforce

Additional Skills: Top Skills:

• Production and Platform Support Experience for an Application
• MongoDB
• Tachyon
• Salesforce

Application Production Support Analyst (AI Platform)

Overview

We are seeking an experienced Application Production Support Analyst to support a portfolio of AI-driven applications and platform solutions. This role focuses on maintaining the stability, performance, and operational support of innovative AI products and micro front-end applications used across the organization.

The ideal candidate will have a strong production support background, excellent troubleshooting skills, and experience supporting business-critical applications in a fast-paced environment. This is not a software development role. Instead, the focus is on platform support, incident resolution, deployment support, and continuous operational improvement.

Key Responsibilities

• Provide Level 2 application and platform support for AI-enabled solutions and micro front-end applications.
• Troubleshoot and resolve production issues, technical failures, and application-related incidents.
• Support day-to-day platform operations, ensuring application stability and availability.
• Participate in deployments, releases, and post-implementation validation activities.
• Investigate failed requests, identify root causes, and coordinate resolution efforts across support and product teams.
• Work closely with product partners and stakeholders to understand operational requirements and support needs.
• Monitor application health and proactively identify opportunities to improve reliability and support processes.
• Support emerging and evolving AI technologies in a rapidly changing environment.

Required Qualifications

• 4+ years of application production support, platform support, or related technical support experience.
• Experience supporting business applications in a production/BAU environment.
• Experience troubleshooting complex application issues and driving them to resolution.
• Experience supporting application deployments and post-release validation activities.
• Strong analytical and problem-solving skills with the ability to adapt to new technologies and changing priorities.
• Self-starter with the ability to quickly learn unfamiliar applications and tools independently.
• Demonstrated history of stability and longevity in previous roles.

Desired Technical Experience

• MongoDB
• Tachyon search technology or similar enterprise search platforms
• Salesforce production support and business-as-usual support experience
• Experience supporting AI-driven applications or automation platforms
• Experience supporting applications that leverage search, knowledge management, or document-processing capabilities

Nice to Have

• Exposure to Amelia or similar automation technologies.
• Experience supporting emerging, cutting-edge technologies and platforms.
• Knowledge of AI-enabled business applications and operational workflows.

Candidate Profile

The team is looking for someone who has successfully supported and resolved real-world production issues rather than a pure development-focused candidate. The ideal individual is naturally curious, adaptable, and capable of independently learning new tools and technologies. They should be comfortable working in an environment where each issue may be different and require a unique troubleshooting approach.