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.

(ref:hirist.tech)