AI Support Engineer (L3 - AI Platform)

Company Description

Synthlane is a leading IT services and consulting firm that helps businesses, large enterprises, and government institutions adopt cutting-edge technology solutions. The company focuses on strategic, scalable, and future-ready services across enterprise IT consulting, digital transformation, cybersecurity, cloud infrastructure, and custom software development. Synthlane combines deep industry expertise with advanced technologies to deliver solutions that are technically robust and aligned with clients business objectives. Over the years, the firm has partnered with major organizations to streamline operations, boost productivity, and achieve measurable outcomes. Applicants joining Synthlane will work with experienced consultants, engineers, and strategists in a results-driven, client-focused environment.

Role Description

The AI Support Engineer (L3 – AI Platform) is a full-time, on-site role based in New Delhi. This role focuses on providing advanced technical support for Synthlane's AI platforms, handling complex issues escalated from Level 1 and Level 2 support teams. The engineer will diagnose and resolve platform incidents, perform root cause analysis, and coordinate with development and infrastructure teams to implement fixes and improvements. Daily activities include monitoring system performance, managing deployments, maintaining documentation, and ensuring platform reliability and availability. The role also involves collaborating with internal stakeholders and enterprise customers, guiding them on best practices, and contributing to continuous enhancement of AI platform tools and processes.

Qualifications

• Strong troubleshooting and technical support skills for complex AI platform and infrastructure issues.
• Experience in customer support and customer service, with the ability to manage escalations professionally.
• Solid understanding of operating systems (Linux/Unix and Windows) and related system administration concepts.
• Hands-on experience with AI/ML platforms, APIs, monitoring tools, and incident management workflows is highly beneficial.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Ability to work on-site in New Delhi, collaborate with cross-functional teams, and communicate clearly with technical and non-technical stakeholders.
• Familiarity with scripting or automation (e.g., Python, Bash) and basic networking concepts is an advantage.
• Prior experience in an L2/L3 support role within enterprise or cloud environments is preferred.