Senior Technical Support Specialist

Job Summary

As an experienced Product Support Engineer, you will be expected to provide advanced technical and functional support for our GenAI product. This role serves as the bridge between frontline (L1) support and product engineering teams, ensuring fast, accurate diagnosis and resolution of customer issues. The ideal candidate has strong analytical skills, hands-on experience with AI/ML systems, and the ability to communicate effectively with both customers and engineering teams.

Key Responsibilities

• Advanced Technical Troubleshooting - Investigate/reproduce/analyze/troubleshoot customer reported issues across products/services etc.
• Customer Incident Management - Own and manage escalated incidents from initial analysis to resolution. Ensure SLA compliance

• Cross-Functional Collaboration - Work closely with Engineering teams, customer and ensure that the communication and collaboration is intact.
• Root Cause Analysis & Documentation - Perform root cause analysis, trend analysis; actively contribute to knowledge base
• Environment & Tools Expertise - maintain environments as needed and be SME for all the tools and configurations
• AI Product Support - Be the Support SME for the product that you are responsible for.

Skill Requirements

Technical Skills

• 3-6 years of experience in L2 product support or technical support roles.
• Strong troubleshooting skills across cloud-native applications (AWS/Azure/GCP).
• Experience in supporting AI/ML or data-driven applications.
• Knowledge of GenAI, RAG, agentic frameworks etc
• Hands-on knowledge of(one or more of the below areas)
• REST APIs, microservices
• Python (basic debugging preferred)
• Docker/Kubernetes
• Ability to read and interpret logs, stack traces, API failures.

  Soft Skills

  • Excellent communication and customer-handling skills.
  • Strong analytical and problem-solving ability.
  • Ability to work under pressure during P1/P2 incidents.
  • Collaboration mindset with global cross-functional teams.

Other Requirements

Preferred Qualifications

• Experience supporting enterprise platforms.
• ITIL Foundation certification (Incident, Problem, Change Management concepts).
• Understanding of DevOps practices and CI/CD pipelines.
• Exposure to data pipelines (Spark, Airflow, Kafka, etc.).