Software Support Engineer – AI Applications (WFH)

Job Description

Software Support Engineer – AI Applications (WFH) Experience : 4 to 9 years Location : Remote/Bengaluru Mode of Engagement : Full time / Part time No of Positions : 2 Educational Qualifications : Bachelor's degree in computer science, Information Technology, or related field Industry : IT/Software/ITES (B2B/SaaS) Notice Period : Immediate What We Are Looking For: 4–9 years of experience in supporting and scaling AI-based or SaaS applications with strong analytical and debugging skills. Proven ability to contribute to support strategy, process automation, and capability building across AI platforms. Strong collaboration, scripting (Python/Bash), and communication skills to drive cross-functional issue resolution and improvements. Responsibilities: Own the technical support lifecycle for AI applications including troubleshooting, escalation, resolution, and documentation. Drive root cause analysis (RCA) and systemic improvements to reduce repetitive issues and enhance product robustness. Collaborate with engineering, data science, and DevOps teams to support infrastructure scaling and capability enhancement. Identify support trends and advocate for architectural or process improvements. Contribute to the development of self-serve support systems, knowledge bases, and internal tools to reduce manual dependency. Provide strategic insights into support load, performance issues, and user behavior to guide AI application investments. Mentor junior support engineers and contribute to the development of best practices for AI system support. Lead or participate in cross-functional initiatives around AI application monitoring, performance optimization, and incident management. Qualifications: Bachelor's degree in computer science, IT, or related discipline. 4 to 9 years of experience in software support with a focus on AI/ML or complex SaaS applications. Proven ability to manage high-level incidents and work closely with development/product stakeholders. Familiarity with AI/ML workflows, APIs, and model hosting platforms (e.g., AWS Sage maker, Azure ML, Hugging face). Strong scripting/debugging experience using Python, Bash, and SQL. Proficient in using ticketing and monitoring systems like Jira, Datadog, Zendesk, Freshdesk, or equivalent. Strong documentation, stakeholder communication, and problem-resolution capabilities. Ability to operate in a fast-paced environment while driving continuous support improvements. Show more Show less