Lead Production Support Engineer

Key Responsibilities :

- Provide technical product support for AI/ML and Generative AI based applications in production environments.

- Troubleshoot and resolve application, infrastructure, and model-related issues in Linux-based systems.

- Analyze logs, system metrics, and application behaviour to identify root causes and implement fixes.

- Work closely with product management, engineering, and DevOps teams to resolve complex technical problems.

- Support deployment, monitoring, and maintenance of AI-driven services and APIs.

- Assist customers and internal stakeholders with technical queries, incident management, and system troubleshooting.

- Automate support tasks using Python scripting to improve operational efficiency.

- Monitor system performance and ensure high availability and reliability of AI products.

- Document troubleshooting steps, known issues, and product support procedures.

Required Skills & Qualifications :

- 5 to 12 years of experience in Product Support, Application Support, or Technical Support roles.

- Strong proficiency in Python scripting for automation and debugging.

- Solid experience working with Linux/Unix environments.

- Exposure to Generative AI technologies, LLMs, or AI/ML-based applications.

- Experience troubleshooting APIs, microservices, and cloud-based applications.

- Good understanding of log analysis, monitoring tools, and incident management processes.

- Familiarity with Git, Docker, or containerized environments is a plus.

- Strong analytical, problem-solving, and communication skills.

Preferred Qualifications :

- Experience supporting AI/ML or Generative AI platforms in production.

- Experience of LLM frameworks, prompt engineering, or AI model deployment is an added advantage.

Education :

- Bachelor's or Master's degree in Computer Science, Engineering, or related field.