{"id":2633024,"url":"https://alion.io/job/hcltech-senior-technical-support-specialist-9","title":"Senior Technical Support Specialist","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13000,"max_usd":30000,"period":"year","method":"role_seniority_country_cell","sample_n":8},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Docker","optional":false},{"name":"GCP","optional":false},{"name":"Incident Management","optional":false},{"name":"Kubernetes","optional":false},{"name":"Python","optional":false},{"name":"RAG","optional":false},{"name":"Rest API","optional":false},{"name":"Apache Kafka","optional":true},{"name":"CI/CD","optional":true},{"name":"ITIL","optional":true},{"name":"Spark","optional":true}],"status":"live","first_seen_at":"2026-10-15T16:44:42Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-24T17:33:32Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Job Summary\nAs 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.\nKey Responsibilities\nAdvanced Technical Troubleshooting - Investigate/reproduce/analyze/troubleshoot customer reported issues across products/services etc.\nCustomer Incident Management - Own and manage escalated incidents from initial analysis to resolution. Ensure SLA compliance\nCross-Functional Collaboration - Work closely with Engineering teams, customer and ensure that the communication and collaboration is intact. \nRoot Cause Analysis & Documentation - Perform root cause analysis, trend analysis; actively contribute to knowledge base\nEnvironment & Tools Expertise - maintain environments as needed and be SME for all the tools and configurations\nAI Product Support - Be the Support SME for the product that you are responsible for.\nSkill Requirements\nTechnical Skills\n3-6 years of experience in L2 product support or technical support roles.\nStrong troubleshooting skills across cloud-native applications (AWS/Azure/GCP).\nExperience in supporting AI/ML or data-driven applications.\nKnowledge of GenAI, RAG, agentic frameworks etc\n Hands-on knowledge of(one or more of the below areas)\nREST APIs, microservices\n Python (basic debugging preferred)\nDocker/Kubernetes\nAbility to read and interpret logs, stack traces, API failures.Soft Skills\nExcellent communication and customer-handling skills.\nStrong analytical and problem-solving ability.\nAbility to work under pressure during P1/P2 incidents.\nCollaboration mindset with global cross-functional teams.\n\nOther Requirements\nPreferred Qualifications\nExperience supporting enterprise platforms.\nITIL Foundation certification (Incident, Problem, Change Management concepts).\nUnderstanding of DevOps practices and CI/CD pipelines.\nExposure to data pipelines (Spark, Airflow, Kafka, etc.).","description_format":"text","description_chars":2235,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-10-15T16:44:42Z"}],"visa":[],"liveness":{"score":96,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.965,"p_room":1,"age_days":8,"expected_fill_days":26,"reasons":["conf:2","wave","velocity","win:early","comp:brand"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-senior-technical-support-specialist-9","json_url":"https://alion.io/job/hcltech-senior-technical-support-specialist-9.json","meta":{"generated_at":"2026-10-25T02:44:56Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4174,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":225},"rest":"https://alion.io/mcp/rest/get_company?id=225"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhcltech-senior-technical-support-specialist-9"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhcltech-senior-technical-support-specialist-9"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhcltech-senior-technical-support-specialist-9"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hcltech-senior-technical-support-specialist-9\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhcltech-senior-technical-support-specialist-9"}]}