Applied AI - Technical Support Engineer

• Act as the technical front line during hypercare periods, ensuring timely triage, resolution, and communication of issues raised by customer
• Help in resolving customer queries raised via different support channels using AI first approach and human escalated complex tickets
• Participating in daily, weekly and monthly calls with client to ensure smooth onboarding of the platform
• Setting up measurable KPIs around clients satisfaction and platform onboarding
• Setting up weekly KPI cadence calls and sharing updates with the client about the prioritisation process. Help in triaging and resolving critical BUGS, features and custom request reported by customers
• Coordinate with different cross-functional teams to ensure timely closure on issues reported by clients. Highlighting trends and pain points highlighted by the client and roll out a prioritisation plan
• The hypercare specialist needs to ensure that all the prerequisites are checked before starting hypercare and flag any requirements before kick-starting hypercare
• Investigate and resolve issues using APIs, Postman, Datadog, native logs, Cursor, and internal tooling
• Contribute to and manage hypercare sprints, including prioritization, planning, and stakeholder updates
• Analyze and debug Typescript and Python code, GoLang, SQL queries, and system integrations to support fast issue resolution
• Create clear technical documentation, RCA reports, and knowledge base articles to scale learning and reduce repeat incidents
• Advocate for continuous improvement of prioritisation and Agent AI performance based on hypercare insights and user feedback

• Master’s or Bachelor's degree in Computer Science or related field/equivalent practical experience
• Good logical thinking and problem solving mindset
• Proficiency in Typescript, Python, SQL, GoLang for debugging, investigation, and lightweight patching
• Strong knowledge of API ecosystems, including hands-on experience with Postman, API specs, and payload validation
• Experience with Datadog, native logging tools, and debugging across distributed systems
• Familiarity with Cursor or similar investigation tools for live or near-real-time monitoring
• Comfortable with GitHub workflows, including branching, PR reviews, and GitHub best practices
• Strong testing mindset, with experience in writing and executing test cases and verifying hotfixes in production-like environments
• Experience in sprint management, stakeholder communication, and working cross-functionally with engineering and product teams

• Prior experience supporting or working on Agentic AI systems, LLMs, or AI copilots
• Familiarity with CI/CD workflows and build tools
• Exposure to customer support systems and experience collaborating with support/customer success teams
• Ability to generate actionable insights from logs and telemetry data

Competitive compensation, a collaborative team culture, and continuous learning opportunities