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Service Desk Analyst - Application Support
Open Innovation AI
Remote, UAE
Full-time
Entry
Remote
Discovered 3 weeks ago
Application and product supportKubernetes concepts including containers, pods, nodes, namespaces, and deploymentsLinux command line and log analysisREST APIs, HTTP status codes, YAML, and JSONNetworking fundamentals including DNS, TLS, certificates, and proxiesAI/ML workload fundamentals and GPU memory concepts
Free
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Application and product supportKubernetes concepts including containers, pods, nodes, namespaces, and deploymentsLinux command line and log analysis
Role Overview
Provide first-line application support for customers using Open Innovation AI's AI workload management platform and applications.
Support is delivered entirely remotely without access to customer clusters or environments.
Use product documentation, precise questioning, and guided screen-sharing to resolve documented issues or collect evidence for escalation to L2 Support.
Key Skills for This Role
Application and product supportKubernetes concepts including containers, pods, nodes, namespaces, and deploymentsLinux command line and log analysisREST APIs, HTTP status codes, YAML, and JSONNetworking fundamentals including DNS, TLS, certificates, and proxiesAI/ML workload fundamentals and GPU memory concepts
Full Job Posting
Role Overview
Provide first-line application support for customers using Open Innovation AI's AI workload management platform and applications.
Support is delivered entirely remotely without access to customer clusters or environments.
Use product documentation, precise questioning, and guided screen-sharing to resolve documented issues or collect evidence for escalation to L2 Support.
Workplace and Schedule
- The role is fully remote.
- Work is performed in 24/7 rotational shifts, including nights, weekends, and public holidays as required.
Role Responsibilities
- Handle customer requests through Jira Service Management, email, phone, and monitoring alerts.
- Answer product functionality questions using official documentation and resolve documented issues.
- Guide customers through screen-sharing sessions while they demonstrate issues and perform troubleshooting steps.
- Interpret errors, job and pod status, logs, dashboard panels, and API responses to classify behavior.
- Collect complete diagnostic evidence and escalate issues to L2 Support in a self-contained format.
- Retain ticket ownership after escalation, track progress, update customers, and manage closure expectations.
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