Description

Provide advanced technical and functional support for GenAI products, bridging the gap between frontline support and engineering.

This role is on-site.

Responsibilities

• Investigate, reproduce, and analyze customer-reported issues across products and services.
• Own escalated L2 incidents from initial analysis through resolution, ensuring SLA compliance.
• Perform root cause and trend analysis, contributing to the knowledge base.
• 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.
• Strong troubleshooting skills across cloud-native applications (AWS, Azure, GCP).
• Hands-on knowledge of REST APIs, microservices, Docker, and Kubernetes.
• Ability to read and interpret logs, stack traces, and API failures.
• Proficiency with Python for basic debugging.
• Experience supporting AI/ML or data-driven applications.
• Knowledge of GenAI, RAG, and agentic frameworks.

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