Sr Associate Support Engineer (AI/ML & Platform Operations)

Overview

Senior Associate Support Engineer supporting enterprise platform operations and autonomous AI agent workflows, focused on incident resolution, RCA, performance optimization, and customer escalations.

What you'll do

• Drive incident resolution, root-cause analysis, and performance optimization for the enterprise platform and AI agent workflows.
• Analyze system metrics, debug cloud-hosted ML service pipelines, and inspect LLM orchestration layers.
• Perform hands-on AI evaluation by analyzing LLM outputs, conversation logs, and execution traces to identify failure modes.
• Monitor and triage support queues, enforce SLAs, and process incoming tickets efficiently.
• Communicate technical updates and resolution steps to customer IT teams, including support for high-stakes escalations.
• Run diagnostics using monitoring tools, SQL queries, and existing Python/Bash scripts; inspect API payloads (JSON/XML).

What you'll need

• Minimum 1 year of experience in technical support, platform operations, or application support for enterprise SaaS.
• Minimum 1 year of experience writing and executing intermediate SQL queries and running diagnostic scripts.
• Minimum 1 year of experience inspecting API payloads (JSON or XML) and using basic Linux or Windows command-line tools.
• Minimum 1 year of hands-on experience monitoring public cloud services (AWS, GCP, or Azure).
• Minimum 1 year of experience using observability tools such as Grafana, Kibana, or Datadog.
• Minimum 1 year of experience inspecting/evaluating AI/LLM conversation logs, traces, or prompt outputs.
• Minimum 1 year of experience performing initial queue triage and basic troubleshooting using ticketing workflows.

Details

• Location: Pune, India.
• Weekend and holiday coverage rotations are required.