Job Description

Technical Skills & Experience

1. LLM & Conversational AI Support

Familiarity with LLMs (e.g., OpenAI, Azure OpenAI, Anthropic, etc.) and their deployment models (cloud/on-prem). Understanding of prompt engineering, fine-tuning, and model limitations. Experience with conversational design principles (intents, entities, dialogue flows). Ability to troubleshoot issues related to model responses, latency, token limits, and hallucinations.

2. Workflow & API Integration

Experience with workflow automation platforms (e.g., Camunda, n8n, Apache Airflow, or custom-built engines , ). Strong understanding of RESTful APIs, OAuth2, JSON, and webhooks. Ability to debug API call failures, latency issues, and data transformation problems. Familiarity with transactional systems and how to ensure reliability and idempotency.

3. Platform & Infrastructure Knowledge

Experience with cloud platforms (Azure, AWS, GCP) and containerization (Docker, Kubernetes). Basic understanding of CI/CD pipelines and monitoring tools (e.g., Prometheus, Grafana, ELK). Knowledge of logging, tracing, and performance profiling.

4. Support Engineering Practices

Proven experience in Tier 2/3 technical support roles. Strong diagnostic and troubleshooting skills across application layers specially Customer Facing Application. Familiarity with ticketing systems (e.g., Jira, ServiceNow, Zendesk). Ability to write clear technical documentation and knowledge base articles.

5. Soft Skills & Collaboration

Excellent communication skills to interface with product teams, developers, and customers. Ability to translate technical issues into business impact and vice versa. Experience in managing escalations and working under pressure. * Customer-centric mindset with a proactive approach to problem-solving.