Senior Software Engineer

The Offshore Technical Support Analyst (2+ years experience) provides daily operational and platform support for enterprise AI Gateways and GitHub Copilot. Acting as the primary support contact for internal developers, this role handles access issues, environment configuration triage, developer use-case reviews, user provisioning tracking, and technical documentation maintenance. Key Responsibilities ● Queue & Channel Monitoring: Monitor support ticket queues and dedicated Microsoft Teams channels to ensure rapid response times for engineering teams. ● Access & Configuration Triage: Troubleshoot developer access, licensing, IDE plugin installations (VS Code), and environment configuration issues for GitHub Copilot and AI Gateways. ● Provisioning & Compliance: Review developer use cases, track enterprise user provisioning, and enforce internal onboarding governance guidelines. ● Documentation & Onshore Alignment: Maintain FAQs, troubleshooting guides, and knowledge base articles; align daily with the onshore lead for escalations and handovers. Key Qualifications & Core Competencies ● Experience & Education: 2+ years in IT Technical Support, Help Desk, or QA roles; strong written/verbal English communication skills for developer support. ● Technical Skills: Hands-on experience with GitHub platforms and VS Code IDE; operational understanding of GitHub Copilot, enterprise AI API Gateways, REST APIs, token authentication, and basic Python scripting. ● Logistics & Contract: 6 to 12 months full-time contract (immediate start) with required daily working hour overlap in the EST zone; in-office offshore location. ● AI Competencies: Foundational prompt engineering, basic understanding of LLM data models and vector databases, safe AI-assisted coding practices, and familiarity with Agentic AI design concepts (tools, resources, and Model Context Protocol).