Description

You provide advanced technical and functional support for our GenAI product, bridging the gap between frontline support and product engineering.

Responsibilities

• Investigate, reproduce, and analyze customer-reported issues across products and services.
• Own and manage escalated L2 incidents from initial analysis through to resolution, ensuring SLA compliance.
• Perform root cause and trend analysis, actively contributing to the knowledge base.
• Act as the Subject Matter Expert (SME) for the supported AI product and its associated tools.
• Collaborate with L1 and Engineering teams to maintain effective communication during issue resolution.

Required Skills

• 5 to 12 years of experience in technical support or L2 product support roles.
• 3–6 years of hands-on experience in L2 product support or technical support.
• 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, microservices, and Docker/Kubernetes.
• Ability to read and interpret logs, stack traces, and API failures.
• Proficiency with Python for basic debugging.
• Excellent analytical and problem-solving ability under pressure.

Preferred Skills

• Experience supporting enterprise platforms.
• ITIL Foundation certification concepts (Incident, Problem, Change Management).
• Understanding of DevOps practices and CI/CD pipelines.

Key Skills

Education

Bachelor's degree