User/IT Support

Protecting America’s national security and promoting the prosperity of the American people are our top priorities.   

Increasingly aggressive global adversaries have created a generational challenge which demands integrated deterrence.  American industry loses $600 billion annually due to theft and expropriation of critical technology making the counterintelligence mission paramount. Cyber-attacks on government and commercial networks have soared to unprecedented levels. Data is becoming increasingly complex.  By next year, every human on the planet will create an average of 1.7mb of data per second. Information is the new battlefield. Torch.AI plays a pivotal role in using AI to make data easier to use and combat these ever-increasing challenges. Learn more about how you can be a part of a great mission! 

Become Part of the Torch.AI Journey! 

At Torch.AI, we’re on a journey to create decision advantages and enterprise efficiency at scale with a new form of in-memory AI for the world’s most important mission-driven organizations. Today, we help improve national security, protect U.S. interests, eliminate fraud, reduce risk, and enable better customers experiences. Our team is highly focused and cares deeply about the work we do as a pioneer in the data and AI field and a key partner supporting U.S. strategic, operational, and tactical military forces, warfighters, and national defense capabilities. We're passionate about solving complex problems. Join us in our mission to help organizations Unlock Human Potential.  

Unlock Your Potential  

Join our elite team in a rare opportunity as a User, IT Support Representative. This position is critical to the company’s ability to continue to pioneer in the field of artificial intelligence, and in particular high speed autonomous data fusion, analysis and decision support.  You will be directly contributing to Torch.AI’s R&D efforts in a real-world customer centric environment.  With more than 20 awarded and in-flight patents, this is a rare opportunity for technologists with gumption. 

What Sets This Role Apart  

Our decentralized operating model puts every employee at the forefront of our customers’ missions. We value customer intimacy, unique perspectives, and dedication to delivering lasting impact and results. You’ll have the opportunity to work on the frontlines of major customer programs and influence lasting success for Torch.AI and your teammates. There are very few companies in the world with the credentials we have. You’ll have an opportunity to support critically important customer missions and work with paradigm-changing technology. The role is critical in positioning Torch.AI as a leader in data infrastructure AI in the market and helps ensure the company is well-positioned for the next stages of growth.  Torch.AI is in the midst of a fundamental period, with several initiatives and investments anticipated to fuel hyper-growth across a diverse customer base. You’ll play a significant role in strengthening Torch.AI’s reputation as one of Forbes’ Best Startup Employers. 

Ownership and Influence

• Provide first-level technical support to clients via phone, email, chat, and remote assistance. 
• Assist users with software installation, configuration, and troubleshooting. 
• Diagnose and resolve technical issues related to AI software applications, including connectivity, functionality, and performance. 
• Collaborate with internal teams to escalate and resolve complex technical issues promptly. 
• Document and maintain records of support requests, resolutions, and troubleshooting procedures. 
• Develop, implement, and manage customer ticketing system.  
• Conduct software testing and quality assurance to identify and report bugs or defects. 
• Assist in the creation of user guides, knowledge base articles, and training materials. 
• Stay updated on industry trends, best practices, and emerging technologies to improve support services. 

Critical Skills 

• Bachelor’s degree in computer science, Information Technology, or equivalent experience. 
• Proven experience in technical support or help desk role, preferably in a software or technology company. 
• Proficient in Microsoft Office suites, including Microsoft Word, Excel, PowerPoint, and Outlook. 

What We Value 

• Entrepreneurial mindset. 
• Subject matter expertise and proven success within the market segment. 
• Ability to convey complex technical concepts to stakeholders. 
• Aptitude for working collaboratively in interdisciplinary teams. 
• Awareness of ethical considerations and responsible AI practices. 
• Strong understanding of computer systems, networks, and software applications. 
• Knowledge of popular Linux distributions (Ubuntu, RedHat) is valuable.  
• Excellent communication and interpersonal skills. 
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment. 
• Problem-solving mindset with attention to detail. 
• Customer-focused attitude and dedication to providing exceptional service. 
• Professional Ambiance  
• This role thrives in a cutting-edge, high-performance workspace. 
• Base of operations is located in our Leawood, KS hub, with occasional opportunities for a flexible hybrid/remote work arrangement. 

Equity Program  

• Immediate eligibility to participate in the company equity incentive program. 
• Employees at Torch.AI have an opportunity to become partners in the firm. 
• Incentives and Advantages  
• Competitive salary, performance bonus, and benefits package.  
• Opportunity to participate in Torch.AI’s employee equity incentive program. 
• Unlimited PTO. 
• 11 paid holidays each year. 
• Dynamic and energetic teammates. 
• Incredible chance for professional advancement in a rapidly scaling high-tech environment. 
• Weekly in-office catering at headquarters. 
• Access to company entertainment suite at the Kansas City T-Mobile Center, with tickets to all major events and concerts. 
• Exceptional medical, dental, and vision insurance. 
• Company sponsored life and disability coverage. 
• Relocation benefits. 

Torch.AI is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability.