Description

You will provide advanced technical and functional support for our GenAI product, acting as the link between L1 support and product engineering.

Responsibilities

• Investigate, reproduce, and analyze customer-reported issues across services.
• Own and manage escalated L2 incidents from initial analysis through resolution, ensuring SLA compliance.
• Perform root cause and trend analysis, contributing findings to the knowledge base.
• Maintain necessary environments and act as the Subject Matter Expert (SME) for support tools.
• Collaborate with L1 and Engineering teams to ensure effective communication during issue resolution.

Required Skills

• 5 to 12 years of experience in L2 product or technical support.
• 3–6 years of experience in L2 product support or technical support roles.
• Strong troubleshooting skills across cloud-native applications (AWS, Azure, GCP).
• Experience supporting AI/ML or data-driven applications.
• Knowledge of GenAI, RAG, and agentic frameworks.
• Hands-on knowledge of REST APIs and microservices.
• Familiarity with Python (basic debugging preferred) and interpreting logs/stack traces.
• Experience with Docker and Kubernetes.
• Excellent analytical and problem-solving ability under pressure.

Preferred Skills

• Experience supporting enterprise platforms.
• ITIL Foundation certification (Incident, Problem, Change Management).
• Exposure to data pipelines (Spark, Airflow, Kafka).

Key Skills

Education

Bachelor's degree