We are looking for an IT Support Analyst who leads with AI — someone who doesn't just use AI tools as productivity boosters but builds, prompts, and iterates on them to fundamentally change how IT support works. You will be the primary hands-on technologist on our St. Louis support team, resolving employee issues while continuously driving down ticket volume through intelligent automation and self-service. This role sits at the intersection of IT operations and AI enablement: you will both close tickets today and help eliminate the need for those tickets tomorrow.

AI-Powered Support Operations

Act as primary point of contact for internal employee IT issues via ticket submission, Slack, and in-person walk-ups — with an AI-first triage mindset.

Build and maintain AI-driven self-service solutions: prompt-engineer Slack bots, configure intelligent auto-responses, and create Jira automation rules that resolve common issues without human touch.

Continuously identify high-volume, repetitive tickets and leverage automation and AI to eliminate them at the root.

Own knowledge base quality: use AI tools to surface gaps, draft articles, and keep documentation current so employees can self-serve before they ever open a ticket.

Technical Support & Escalation

Provide L1/L2 support for endpoints and standard enterprise apps.

Troubleshoot hardware, software, and network connectivity issues; escalate complex cases to L3 teams with clear, AI-assisted diagnostic summaries.

Support employee onboarding and offboarding: provisioning accounts, shipping/retrieving devices, and coordinating with HR.

Assist with endpoint management tasks — patching, enrollment, policy compliance.

Drive Continuous Improvement

Director, Product Management, AI Innovation

Responsibilities

Benefits

Company

Netskope

More roles at Netskope