Sr Associate Support Engineer, Adaptive Planning AI, ML & Platform Operations

Overview

Support enterprise Adaptive Planning financial and workforce planning products, AI/ML workflows, and SaaS platforms. Resolve customer cases, investigate incidents, and evaluate AI system behavior.

What you'll do

• Troubleshoot customer issues involving financial data, reporting, and integrations.
• Review LLM outputs, conversation logs, and execution traces for failure modes.
• Perform root-cause analysis using monitoring tools and diagnostic runbooks.
• Inspect cloud-hosted AI workflows, model services, and API gateways.
• Monitor queues, triage tickets, enforce SLAs, and support high-severity incidents.
• Write SQL queries, inspect JSON/XML API payloads, and run Python or Bash diagnostics.
• Document investigations and recurring issues in Jira, ServiceNow, or Salesforce.

What you'll need

• At least 1 year of technical, platform, or application support experience in enterprise SaaS.
• At least 1 year writing intermediate SQL queries and running diagnostic scripts.
• At least 1 year working with API payloads and Linux or Windows command-line tools.
• At least 1 year monitoring public cloud services and observability tools.
• At least 1 year inspecting or evaluating AI/LLM logs, traces, or prompt outputs.
• Experience with queue triage and managing multiple cases.
• Ability to work scheduled weekend and holiday coverage rotations.

Nice to have

• Bachelor's degree in a technical field or equivalent practical experience.
• Experience with finance or financial planning applications.
• Knowledge of ETL, Jenkins, Git, Kubernetes, Docker, ELK, JavaScript, or Pentaho.

Details

• Location: Pune, India.
• Hybrid role requiring office work at least 50% of the time.
• Typical shift: 8:00 AM to 5:00 PM IST.
• On-call participation and weekend rotations are required.