Support Engineer

Job Title:

Support Engineer

Key Responsibilities:

• Provide

  L2/L3 technical support

  for applications built on Node.js and Python.
• Troubleshoot, analyze, and resolve

  production issues

  within SLAs.
• Monitor application performance, logs, and error handling using monitoring tools (e.g., ELK, Grafana, Prometheus).
  
• Support and maintain

  chatbots and conversational AI platforms

  .
• Work with

  GenAI/LLM-based solutions

  to ensure reliability and scalability.
• Perform

  bug fixes, code maintenance, and minor enhancements

  .
• Collaborate with product and development teams to provide permanent fixes and improvements.
  
• Automate repetitive support tasks using Python/Node.js scripts.
  
• Maintain knowledge base, documentation, and SOPs for recurring issues.
  
• Participate in on-call rotation for critical system support.
  

Required Skills & Experience:

• 6–9 years

  of experience in application support, system maintenance, and troubleshooting.
• Strong knowledge of

  Node.js

  and

  Python

  for debugging and automation.
• Experience with

  chatbot platforms

  (Dialogflow, Rasa, Botpress, Microsoft Bot Framework, etc.).
• Exposure to

  GenAI/LLM-based tools (OpenAI, LangChain, Hugging Face, etc.)

  .
• Good understanding of REST APIs, web services, and integrations.
  
• Experience in

  monitoring, logging, and incident management tools

  .
• Hands-on experience with databases (SQL/NoSQL).
  
• Familiarity with

  CI/CD pipelines

  and cloud platforms (AWS/Azure/GCP).
• Strong problem-solving, debugging, and communication skills.