Advanced customer care associate resolving escalated phone, chat, and email issues for Crate and Barrel, a home furnishings retailer. Providing solutions, upselling, and coaching care associates.
About the role
- Application Support Specialist supporting AI and business applications for Marsh, a global risk and management consulting company. Monitoring systems, troubleshooting incidents, and delivering technical solutions across hybrid Canadian teams.
Responsibilities
- Support production and business applications, monitor application health, and proactively identify and escalate issues
- Handle user-facing production issues, requests, and data or information needs
- Support AI applications through triage, debugging, and troubleshooting
- Maintain understanding of applications, processes, and stakeholders while supporting online business teams
- Triage and clarify incident and service-request tickets with onshore and offshore stakeholders
- Analyze tickets, coordinate with IT teams, and implement technical solutions for software and usability issues
- Monitor application and server health, logs, and alerts; escalate issues and validate fixes through stakeholder testing
- Perform root cause analysis for high-priority incidents and prepare incident reports
- Communicate updates about tickets, deployments, outages, and changes; develop client communications for rollouts, downtime, functionality, training, and documentation
- Ensure adherence to SDLC, change-management, implementation, and support processes
- Produce service-management summary reports and contribute to process and application improvements
- Provide on-call and off-hours support, including weekends, and accommodate off-hours conference calls
- Analyze incident data and logs to identify patterns and improvement opportunities
- Manage improvisation projects in Application Support and participate in ideation and gigs
Requirements
- Degree in Computer Science or Information Technology
- At least 2 years of experience in AI application support
- Monitoring experience with Datadog and LangSmith tools
- Hands-on support and development experience with one or more of MEAN/MEARN stack, PostgreSQL, MS SQL Server, REST/JSON/GraphQL APIs, Postman/Bruno, and GitHub
- Scripting knowledge of Python
- Practical experience with Docker and/or Kubernetes containerization and orchestration
- Experience supporting multi-tier Internet/Intranet applications using common design patterns
- Strong understanding of API principles including HTTP methods, REST, JSON, SOAP, and GraphQL
- Familiarity with 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
- Understanding of traditional and LLM AI models, model lifecycle, bias/accuracy, and model drift
- Knowledge of prompt engineering, MCP, RAG, token management, and AI KPIs
- Excellent English communication skills
- Strong debugging, troubleshooting, analytical, and design capabilities
- Strong track record of process optimization
- Organizational and time-management skills, ability to learn quickly, quality consciousness, and commitment to deadlines
- Availability for on-call and off-hours support, including weekends
- ITIL certification, AWS/Azure cloud knowledge, and offshore-onsite delivery experience are stand-out qualifications
Benefits
- Professional development opportunities
- Supportive leaders and interesting work
- Inclusive and flexible work environment
- Health and welfare benefits
- Tuition assistance
- Retirement programs
- Employee assistance programs
- Performance-based incentives may be available
- Flexible remote work and office collaboration
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