Technical Support Engineer – Gen AI Company

Company Overview

The company is at the forefront of developing the next-generation artificial intelligence infrastructure stack. Our mission is to empower enterprises to scale their GenAI applications effectively.

Job Summary

The Technical Support Engineer will play a crucial role in providing first-line technical support to enterprise customers utilizing our AI Gateway and observability stack. This role combines strong coding skills with exceptional customer service abilities to ensure that customer needs are met effectively, facilitating smooth onboarding and quick problem resolution.

Responsibilities

• Act as the first line of technical support for enterprise customers using the Gateway and observability stack.
• Debug issues across APIs, Software Development Kits (SDKs), and integrations, working directly with engineering when necessary.
• Reproduce, test, and validate customer-reported problems to ensure accurate resolutions.
• Create clear technical documentation, guides, and troubleshooting playbooks to enhance user experience.
• Partner closely with customers to ensure smooth onboarding, quick resolutions, and an exceptional experience throughout their journey.

Qualifications

• Solid coding background in Node.js and Python.
• Excellent understanding of APIs, testing/debugging processes, and developer workflows.
• Familiarity with the AI/LLM ecosystem (including Agents, RAG, MCP) and modern infrastructure such as Kubernetes and cloud observability tools.
• Strong communication skills with a knack for simplifying complex technical concepts for customers.
• Prior experience in customer-facing technical roles, showcasing a customer-first mindset.

Preferred Skills

• Knowledge of enterprise-level cloud solutions and strategies.
• Experience with data analysis and performance monitoring tools.

Experience

Prior experience in a technical support role or a similar customer-facing position is preferred, ideally within technology or AI domains.

Environment

This role is on-site and based out of Bangalore (HSR).

Potential career advancement opportunities include moving into more senior support roles or transitioning into other technical positions within the company.

Benefits

• Competitive salary and performance bonuses (details not specified).
• Professional development opportunities to enhance technical and customer service skills (details not specified).