Senior Support Specialist - AI Applications
$86,500–$136,500 year
HybridToronto, Ontario, Canada or Montréal, Quebec, Canada
Job Summary
Triage and clarify support tickets for AI applications, coordinating with stakeholders to define requirements and resolve software, usability, and security issues. Monitor application and server health via logs and alerts, performing root cause analysis on high-priority incidents and validating fixes through stakeholder testing. Collaborate on vulnerability remediation, prepare incident reports, and communicate timely updates on outages, deployments, and change activities. Ensure adherence to SDLC and change-management processes while contributing to process improvements and service-management reporting. Work flexible hours including weekends and off-call rotations to accommodate global teams.
Required Qualifications
- Degree in Computer Science or Information Technology
- 7 years of direct production and business applications support experience
- 2 years of experience in AI application support, monitoring with DataDog and Langsmith tools
- Hands-on support and development experience with one or more of: MEAN/MEARN stack, PostgreSQL, MS SQL Server, APIs (REST/JSON/GraphQL), Postman/Bruno, and GitHub; scripting knowledge of Python
- Practical experience with containerization and orchestration (Docker and/or Kubernetes) and supporting multi-tier Internet/Intranet applications using common design patterns
- Strong understanding of API principles (HTTP methods, REST, JSON, SOAP, GraphQL) and familiarity with API management platforms such as Apigee and AWS API Gateway
- Experience with ITSM and monitoring tools such as ServiceNow, JIRA, Datadog, or Splunk; minimum one year of AI monitoring experience with Datadog or LangSmith
- Good understanding of AI models (traditional and LLMs)—model lifecycle, bias/accuracy, and model drift—plus knowledge of prompt engineering, MCP, RAG, Token Management, AI KPIs
- Excellent and effective English communication skills
- Strong debugging, troubleshooting, analytical, and design capabilities
- Strong track record of process optimization
- Self-starter with excellent organizational and time-management skills; quick learner, quality-conscious, and committed to meeting deadlines
- All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week
Desired Qualifications
- Cloud technologies (AWS, Azure)
- ITIL certified
- experience working in offshore–onsite delivery teams
- Good technical knowledge to understand and debug AI applications, MCPs, RAGs, using monitoring tools for cause identification
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