Technical Support Engineer (Customer Care)
Core
Ensure rock-solid reliability and proactive support for deployed Agentic AI solutions, monitoring system performance and resolving incidents to prevent disruption to customers' critical business processes.
Role type
Senior IC Technical Support Engineer (AI/ML Systems)
Builds
AI solutions and their operational reliability for enterprise customers
Domain
Artificial Intelligence / Machine Learning / SaaS
Deliverable
production ML models
Required skills
Incident management, system monitoring, troubleshooting, AI/ML systems, APIs, integration platforms, Prometheus, Grafana, ELK stack, cloud platforms (AWS, Azure, GCP), containerization, database systems, log analysis, performance tuning, LLMs, agent frameworks, SQL, Postgres, MongoDB
Preferred skills
Finance domain experience (P2P, O2C, R2R, H2R, FP&A), ITIL processes, Docker, K8s, PyTorch, NumPy, pandas, Enterprise ERP systems (SAP, Oracle, Workday, MSD365)
Responsibilities
Respond to technical incidents with defined SLA compliance, diagnose and resolve complex technical issues across the AI stack, escalate critical issues to appropriate technical teams, document incident resolutions and maintain knowledge base, adopt latest monitoring tools and support methodologies, implement standards and innovation in support processes, collaborate with delivery teams to improve solution reliability, provide technical feasibility input during solution design, act as technical expert during customer escalations, monitor AI solution performance across all customer environments, implement proactive monitoring systems and alerting mechanisms, perform regular health checks and preventive maintenance activities, track system metrics and identify performance optimization opportunities
Seniority
Senior, hands-on IC
