AI Support Engineer

• AI Support Engineer

Role Overview

The AI Support Engineer (L1) serves as the first line of defense for GenAI applications, responsible for initial incident triage, user support, and basic issue resolution.

This role ensures smooth day-to-day operations, quick response to user issues, and accurate escalation to L2/L3 teams, helping maintain overall system stability and user experience

Required Skills & Qualifications

Technical Skills

• Basic understanding of:
• Application support / IT support processes
• Web applications and APIs
• Familiarity with:
• Ticketing tools (ServiceNow or similar)
• Monitoring dashboards
• Working knowledge of:
• SQL / databases (basic queries)
• Cloud environments (Azure / AWS)
• Exposure to GenAI concepts (preferred):
• LLM-based applications
• Prompt-based workflows

GenAI & Support Awareness

• Understanding of:
• End-to-end GenAI workflow (UI API Model Response)
• Awareness of common user-impacting issues:
• Response errors
• Latency delays
• UI failures

Soft Skills

• Strong problem-solving and attention to detail
• Ability to work in 24x7 or shift-based support model
• Good communication and customer handling skills

Role Positioning (GenAI Support Model)

• Level: L1 (Operations / Frontline Support)
• Focus: Triage & Stabilize User Experience”
• Responsibility Boundary:
• L1 Initial triage, basic fixes (this role)
• L2 Advanced troubleshooting
• L3 Engineering fixes

Success Metrics

• First call resolution rate (FCR)
• Reduction in incorrect escalations to L2
• SLA adherence for response and resolution times
• Improved user experience and satisfaction
• Accuracy in ticket classification and documentation