AI Delivery, Support Specialist

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Facilitate discovery sessions to evaluate the client’s Microsoft 365 environment, data sources, security and compliance needs, user personas, and key use cases; document the current state and requirements.

• Securely configure and deploy Claude within the client’s Microsoft 365 tenant, including identity/SSO (Entra ID), permissions and data-access scopes, along with integration into Microsoft 365 applications (Teams, SharePoint, Outlook, etc.).

• Implement and customize a catalog of pre-built skills (prompts, parameters, and data connections); conduct testing and validation prior to going live.

• Develop and personalize new skills beyond the pre-built catalog, as well as configure other Claude/AI solutions, to fulfill specific client requirements.

• Establish the client’s AI governance framework, including acceptable-use and data-handling policies, access controls, guardrails, audit logging, and alignment with relevant compliance frameworks (e.g., SOC 2, HIPAA, GDPR).

• Provide training for client administrators and end users; create runbooks and quick-start materials.

• Generate as-built/configuration documentation; oversee scope, timeline, and stakeholder engagement for each project.

• Manage the intake, triage, and resolution of client support requests; oversee service-level agreements (SLAs) and response/resolution timelines, keeping clients informed throughout.

• Apply updates to Claude configuration and skills; monitor and adapt to changes in Anthropic (Claude/model) and the Microsoft 365 platform; ensure integrations remain current and functional.

• Proactively monitor usage, performance, and errors; conduct periodic health checks and resolve issues before they impact users.

• Regularly review adherence to AI governance, audit logs, and usage-policy compliance; identify and rectify any deviations from the established framework.

• Collect user feedback; suggest new skills, optimizations, and version upgrades; manage the change pipeline effectively.

• Act as the ongoing point of contact for clients; conduct periodic reviews; generate usage/value and support reports; identify renewal and expansion opportunities; coordinate escalations with Anthropic and Microsoft support.

⛳️ Requirements

• Practical experience in Microsoft 365 administration (Entra ID, Purview, Teams, SharePoint, Microsoft 365 admin center).

• Familiarity with Claude or similar large-language-model tools, including prompt design and configuration of AI skills/agents.

• Strong understanding of security and compliance principles and secure-configuration practices.

• Technical configuration expertise in APIs, integrations, SSO/identity, and data-access scoping.

• Fundamental knowledge of service delivery and support, including SLA management and ticket/queue processes.

• Excellent client-facing abilities: facilitating discovery, gathering requirements, managing relationships, and providing clear communication and reporting.

• Competence in project/engagement management and strong documentation skills.

• Bonus points for possessing Microsoft certifications (e.g., MS-102, SC-300, or SC-900).

• Previous experience at a managed services provider (MSP) or within professional/managed services.

• Experience in deploying AI or automation solutions within enterprise environments.

• Background in customer success (relationship management, renewals, value reporting).

🏝️ Benefits

• Medical, Dental, and Vision coverage for employees and their families.

• 401k with company-matched contributions.

• 4% match on a 5% contribution - no vesting period! (Both Employee and Company contribute after 90 days).

• Group Term Life and Accidental Death and Dismemberment coverage (provided by the company).

• Short-Term (voluntary enrollment) and Long-Term Disability coverage (provided by the company).

• Health Savings Account (HSA) Options / PPO Options.

• Employee Assistance Program.

• Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays.

• Education Reimbursement Program.

• Generous Employee Referral Program - cash bonuses for successful referrals!

• Dynamic Recognition and Rewards.

• Clear Promotion and Advancement Tracks.

• Opportunity to work with Industry-Leading Talent.