Senior Technical Support Specialist

About the role

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.

What you'll do

• 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

What you need

• 3–6 yrs of experience
• Troubleshooting
• ITIL
• LLMs
• Machine learning
• AWS
• GCP
• Any graduate

Good to have

• Python
• REST APIs
• CI/CD
• ETL
• Azure
• Microservices