Job Title: Assistant Manager - CX Technical Support Engineer
Job Summary:
- Technical Support Engineer plays a critical role in ensuring the stability, performance, and reliability of AI-driven platforms and enterprise applications being a part of function AI Operation.
- This role focuses on incident management, root cause analysis, monitoring, troubleshooting, and operational support for production systems.
- Technical Support Engineer act as the bridge between L1 support teams and L3 engineering/development teams, ensuring quick resolution of issues and continuous service improvement.
Key Responsibilities:
- Operational Support & Incident Management Provide Level 2 support to Technical Service Desk for AI platforms, applications, and underlying infrastructure.
- Investigate, diagnose, and resolve production incidents, service disruptions, and performance issues.
- Perform root cause analysis (RCA) and document incident reports with corrective and preventive actions.
- Escalate complex issues to SRE teams with detailed analysis and logs.
- Observability & Monitoring Management Monitor application health, system performance, resource utilization, alert noise using monitoring tools and dashboards.
- Identify recurring issues and proactively suggest improvements to enhance system stability.
- Tune system parameters to improve performance and reliability.
- AI & Automation Supervision. Validate AI decisions (false positives / false RCA) Support AI/ML platforms, APIs, databases, and middleware in production.
- Participate in shift handovers and operational review meetings.
- Documentation & Continuous Improvement Maintain runbooks, SOPs, knowledge articles, and operational documentation. Identify automation opportunities to reduce manual effort and improve response times.
- Contribute to operational excellence initiatives and best practices.
Mandatory Skills:
- A hands-on AI Operations / Support Engineer with experience supporting production AI platforms, applications, and cloud infrastructure in 24 7 environments.
- Minimum 2 years industry work experience to operate and support AI driven CX services, including LLM based bots, Voice AI, Chat, STT/TTS, NLP, and sentiment analysis.
- Minimum 2 years Working knowledge of prompt engineering, including writing clear prompts and validating AI responses for accuracy, relevance, and quality.
- Minimum 2 years, experience supporting production AI workflows and customer facing conversational journeys.
- Knowledge of Safety/Guardrails: Ragas or DeepEval, policy enforcement.
- Hands on experience with Linux/Unix systems including shell Scripting. Knowledge of observability and monitoring tools (eg. New Relic, Prometheus, Kube Prometheus Stack, Grafana (including Loki / database backed logs), ELK / OpenSearch, ES Cloud, Slack)
- Strong development skills of Python with FastAPI, along with hands on experience using Git for version control.
- Minimum 2 years of hands on development experience with MySQL or PostgreSQL or any other SQL, including schema design, query optimization, indexing, and troubleshooting database related performance issues.
- Strong troubleshooting skills with a structured, data-driven approach.
- Clear verbal and written communication skills for technical and non-technical audiences.
Qualifications:Bachelor's degree in computer science, Computer Science (Date Science), Computer Science (Artificial Intelligence/ Machine Learning), or Software Engineering.
2-5 years of experience in AI based eco systems and prompt engineering
Preferred Skills: Agent frameworks: LangChain, AutoGen, Semantic Kernel. Certification - Generative AI with Large Language Models or LLMOps KPIs Ticket response time and resolution time SLA compliance Customer satisfaction score Incident escalation accuracy System uptime monitoring effectiveness
