AI Support Engineer ensuring rapid triage, root cause analysis, and resolution for production AI incidents. Monitoring system health and collaborating with engineers to implement observability best practices.
About the role
- Technical Support Engineer III resolving complex customer issues for Energy Solutions. Collaborating with the Information Systems Team and mentoring junior engineers.
Responsibilities
- Manages a high volume of complex cases while balancing urgent escalations and proactive backlog reduction.
- Coordinates cross-team resources to accelerate resolution for critical or systemic issues.
- Managing and maintaining infrastructure, networks, servers, and software applications.
- Collecting, storing, managing, and analyzing large volumes of data generated from various sources within the company, ensuring data quality, security, and accessibility.
- Automating routine and manual business processes using software solutions, workflow tools, and Robotic Process Automation(RPA) to improve efficiency, reduce errors and streamline operations across departments.
- Serve as a trusted technical advisor translating complex technical findings into clear, actionable information.
- Guide and mentor Junior Technical Support Engineer through coaching, workflow support and review of troubleshooting approaches, documentation and customer communication.
- Authors detailed troubleshooting guides, runbooks and post-mortems for high-impact incidents. Acts as a quality gate for knowledge base accuracy, ensuring documentation is complete, technically sound and usable by all support tiers.
Requirements
- Minimum 8 years of experience in a software product support role.
- Experience supporting Cloud and API applications.
- Intermediate/Advanced experience with Python scripting.
- Proven ability to execute database data queries and updates.
- Excellent communication and customer service skills.
- Proven experience of training and mentoring junior staff.
Benefits
- Compensation is commensurate with experience and includes a generous retirement package.
- Energy Solutions provides an excellent benefits package including medical, dental and vision insurance.
- Other pre-tax contribution plans.
- Employee Stock Ownership Plan (ESOP).
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