Manager, Technical Support leading technical support operations at an AED technology company. Focused on troubleshooting and improving customer experience across hardware and software platform.
About the role
- 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.
Responsibilities
- Serve as the first line of defense for production AI incidents, ensuring rapid triage, root cause analysis, and resolution.
- Monitor system health and performance of deployed AI applications, agentic and RAG-based solutions, MCPs, and orchestration platforms.
- Track and investigate issues related to latency, failures, model drift, hallucination, prompt misbehavior, or broken integrations, escalating to the AI engineering group where appropriate.
- Collaborate with AI and platform engineers to implement observability, logging, and alerting best practices for all AI services.
- Build diagnostic tools, runbooks, and automated workflows to improve incident response time and reduce manual intervention.
- Maintain knowledge bases and playbooks for repeatable troubleshooting and knowledge transfer.
- Partner with governance and compliance teams to ensure incidents are documented and remediated in line with internal policy.
- Contribute to postmortems and continuous improvement efforts to harden production systems.
Requirements
- 4+ years of experience in production support, software engineering, site reliability engineering (SRE), or DevOps—preferably supporting GenAI and/or ML systems.
- Strong understanding of cloud infrastructure (AWS, GCP) and AI observability tools (e.g., Fiddler AI, Arize AI, IBM WatsonX.governance, etc.).
- Experience with LLM and GenAI systems (OpenAI, Azure OpenAI, Bedrock, Vertex AI, or similar).
- Familiarity with modern orchestration and agentic frameworks such as LangChain, LangGraph, Autogen, or CrewAI.
- Proficiency in Python or shell scripting for automation and troubleshooting.
- Strong analytical, communication, and incident management skills.
- Bachelor’s degree in Computer Science, Engineering, or a related field.
- 1+ years of experience in AI/ML engineering, with a focus on Generative AI.
- Proficiency in programming languages such as Python
- Strong understanding of Generative AI models (e.g., GPT, Transformer architectures) and experience in distilling, tuning and training them.
- Familiarity with Retrieval Augmented Generation (RAG) techniques and their implementation.
- Experience with agentic AI concepts and developing autonomous AI workflows.
- Hands-on experience with GCP Vertex AI, AWS Bedrock + Sagemaker, and Snowflake Cortex platforms and their AI/ML capabilities.
- Experience building production-grade AI/ML systems at scale.
- Knowledge of MLOps practices, including model deployment and lifecycle management.
- Excellent problem-solving and analytical skills.
- Excellent communication and collaboration skills.
- Availability for on-call rotation and support.
Benefits
- Health insurance
- 401(k) matching
- Paid time off
Job title
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Degree requirement
Tech skills
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