{"id":3767288,"url":"https://alion.io/job/qube-research-technologies-production-support-engineer-llm-platform-3","title":"Production Support Engineer - LLM Platform","company":{"id":706156,"name":"Qube Research & Technologies","domain":"qube-rt.com","url":"https://alion.io/company/qube-research-and-technologies","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":83,"open_postings":181,"ghost_share":0.193,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":140,"computed_at":"2026-11-06T05:58:05Z"}},"role":"AI/ML","role_family":"AI/ML","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States","Chicago, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":150000,"max":220000,"currency":"USD","period":"year","gross":null,"usd_annual":220000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Bash","optional":false},{"name":"Claude Code","optional":false},{"name":"Linux","optional":false},{"name":"LLM","optional":false},{"name":"Open WebUI","optional":false},{"name":"OpenAI Codex","optional":false},{"name":"Platform Engineering","optional":false},{"name":"PostgreSQL","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false},{"name":"Amazon ECS","optional":true},{"name":"AWS Bedrock","optional":true},{"name":"Grafana","optional":true},{"name":"Kubernetes","optional":true},{"name":"LiteLLM","optional":true},{"name":"Okta","optional":true},{"name":"vLLM","optional":true}],"status":"live","first_seen_at":"2026-11-04T17:00:30Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-06T15:39:51Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":1},"description":"Qube Research & Technologies (QRT) is a global quantitative and systematic investment manager, operating in all liquid asset classes across the world. We are a technology and data driven group implementing a scientific approach to investing. Combining data, research, technology and trading expertise has shaped QRT’s collaborative mindset which enables us to solve the most complex challenges. QRT’s culture of innovation continuously drives our ambition to deliver high quality returns for our investors.\nYou will provide day-to-day production support for QRT’s platform for accessing internally hosted and external LLMs. Based in the US, you will support users during US business hours and coordinate with colleagues in other regions to ensure effective incident handovers.\nThis is a hands-on support role, focused on incident resolution, user assistance and established operational procedures-not platform architecture, model development or infrastructure engineering.\nYour future role within QRT:\nProvide first- and second-line support for QRT’s platform for accessing internally hosted and external LLMs, investigating issues raised by engineering and business users, maintaining support tickets and following issues through to resolution or engineering escalation.\nMonitor platform health using existing dashboards, logs and alerts; identify availability, latency and error-rate problems and perform approved recovery actions using established runbooks.\nTroubleshoot gateway and model-provider issues, including authentication failures, rate limits, timeouts, connection resets, streaming failures and regional performance differences.\nDetermine whether incidents originate in a user’s client or configuration, the platform gateway, an internally hosted model or an external LLM provider; collect diagnostic evidence and coordinate escalation to the appropriate team or vendor.\nSupport coding assistants, API clients and developer workspaces connected to QRT’s LLM platform, including Claude Code, Codex CLI, OpenCode, PI and Coder; investigate compatibility issues following client or vendor updates.\nHelp users configure supported integrations, select the appropriate regional endpoint and migrate API access from Open WebUI to the direct gateway.\nInvestigate access and model-availability queries, check user permissions and escalate provisioning or entitlement issues through established support and governance processes.\nCarry out operational checks for releases and configuration changes, including non-production validation, post-release smoke testing and approved rollback procedures, in coordination with platform engineering.\nUse existing observability tools to investigate time to first token, time per output token, percentile latency and failure rates; flag recurring issues and monitoring gaps to the platform team.\nMaintain runbooks, troubleshooting guides and known-issue records; provide clear incident updates and reliable handovers between regional support teams.\nMaintain small support scripts and diagnostic utilities to reduce repetitive checks and improve evidence collection.\nYour present skillset:\nRelevant experience in production support, application support or platform operations, with the ability to investigate routine incidents independently and recognise when specialist escalation is required.\nPractical Linux troubleshooting skills and familiarity with Windows-based developer environments.\nWorking proficiency in Python, Bash and/or PowerShell for operational checks, log analysis and straightforward support automation.\nExperience using SQL to investigate application issues and query operational records, ideally in PostgreSQL.\nPractical experience interpreting metrics, logs, traces and dashboards to distinguish a platform-wide incident from a user-, client-, model- or region-specific issue.\nConfidence troubleshooting API-driven services, including HTTP errors, authentication, networking, timeouts, retries, rate limiting and streaming connections.\nHands-on experience supporting LLM-based platforms or services, with a working understanding of LLM APIs, including prompts, context limits, token usage, model identifiers and streaming responses.\nFamiliarity with public-cloud services, ideally AWS, and the ability to inspect containerised workloads using established tools and procedures.\nClear communication with technical and non-technical users, including concise incident updates, realistic expectations and well-documented escalations.\nAwareness of access controls, sensitive-data handling and safe diagnostic practices, including avoiding exposure of prompts, credentials or confidential content in support records.\nA methodical approach to troubleshooting, prioritisation and cross-region handovers\nNice to have:\nExperience supporting AWS Bedrock or other managed model APIs.\nExperience supporting AI coding assistants, API clients or developer workspaces such as Claude Code, Codex CLI, OpenCode, PI or Coder.\nFamiliarity with Grafana, Coralogix or equivalent monitoring and log-analysis tools.\nExposure to LLM gateways or proxies such as LiteLLM, or internally hosted inference services such as vLLM.\nExperience troubleshooting containerised services on ECS or Kubernetes.\nFamiliarity with identity and access provisioning, particularly Okta, SCIM and application-level permissions.\nExperience supporting multi-region services and working with globally distributed support and engineering teams.\nExperience coordinating support cases with cloud providers or software vendors during service degradation.\nBase salary range for this position is $150,000 to $220,000 per year. \nQRT Total Compensation includes discretionary performance-based bonuses and a competitive benefits package.","description_format":"text","description_chars":5741,"description_truncated":false,"requirements":{"experience_years_min":null,"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":["Hedge Funds & Alternative Investments"],"lifecycle":[{"event":"open","at":"2026-11-04T20:26:40Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring 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