Note: The job is a remote job and is open to candidates in USA. Accordion is a high-growth financial consulting firm that specializes in private equity value creation through data, technology, and AI. The AI Support Analyst plays a critical role in ensuring the smooth operation and adoption of AI tools, providing specialized support for AI-related escalations, troubleshooting technical issues, and enhancing user experience across the firm.
Responsibilities
- Serve as helpdesk escalation point for all AI-related issues (access, performance, integration)
- Troubleshoot incidents involving Glean, CoPilot, ChatGPT, Zoom AI, and future AI applications
- Maintain documentation of known issues, resolutions, and best practices
- Monitor AI system health, escalate outages, communicate impacts to stakeholders
- Test new configurations, validate system integrations, and ensure readiness for production use
- Validate new tools from a user-experience perspective (intuitive? useful? clear?)
- Support AI training in maintaining learning materials and coordinating sessions
- Participate in rollout activities for new AI tools, providing hands-on user assistance
- Formalize user feedback capture; structured collection of sentiment, feature requests, pain points with regular synthesis reports to AI Enablement Lead and Engineering
- Co-own AI usage dashboards and adoption reporting bringing qualitative context from user behavior to shape what gets measured
- Identify recurring support patterns and propose solutions to improve user experience
- Maintain compliance with AI governance, security, and data management standards
- Document AI support procedures aligned with internal IT and People Team standards
Skills
- 2–4 years experience in IT support, systems administration, or AI/automation tool management
- Strong understanding of enterprise AI tools (Claude, CoPilot, Glean, ChatGPT, Zoom AI)
- Excellent troubleshooting, communication, and documentation skills
- Demonstrated ability to collaborate across teams, prioritize, and manage concurrent tasks
- Familiarity with Power BI, SQL, or other reporting tools
- Python proficiency required
- Bachelor's degree in IT, CS, or related field (or equivalent experience)
Benefits
- This position will ideally be based in one of our US offices and is a hybrid role with the flexibility to work remotely 2 days per week (also eligible for remote candidates).
Company Overview