Production Support Engineer

About the Role

We are looking for an AI Production Support Engineer to provide L1 production support for an enterprise AI product deployed at a client location in Mumbai.

This is a customer-facing production support role. The person will be the first point of contact for users, monitor the AI application in production, troubleshoot issues, coordinate with the engineering team for resolution, and ensure smooth day-to-day operations.

Prior experience working with AI/ML products, enterprise applications, customer-facing support, or production support is mandatory.

Key Responsibilities

• Provide L1 production support for an enterprise AI application deployed at the client site.
• Act as the first point of contact for client users and business teams for application-related issues.
• Monitor application health, workflows, jobs, APIs, and AI processing pipelines.
• Troubleshoot functional and technical issues and identify whether they are related to the application, data, infrastructure, or AI models.
• Perform basic log analysis, API checks, data validation, and application diagnostics.
• Create detailed incident tickets with relevant logs, screenshots, error messages, and reproduction steps.
• Coordinate with L2/L3 engineering, AI/ML, DevOps, and product teams for issues requiring escalation.
• Track incidents through resolution and ensure timely communication with the client.
• Support application releases, configuration changes, patches, and production deployments as required.
• Maintain daily/weekly production support reports, incident logs, and issue dashboards.
• Identify recurring issues and recommend improvements to reduce production incidents.
• Assist users with basic product usage and troubleshooting.
• Ensure adherence to client SLA, security, and operational processes.

Required Skills & Experience

• 2–5 years of experience in production support, application support, technical support, or customer-facing technology roles.
• Mandatory: Prior experience supporting or working with AI/ML, GenAI, analytics, or enterprise AI products.
• Experience in direct customer/client engagement is mandatory.
• Strong troubleshooting and problem-solving skills.
• Good understanding of APIs, databases, application logs, and basic Linux/Windows troubleshooting.
• Working knowledge of Python and SQL is preferred.
• Familiarity with AI/ML concepts such as LLMs, RAG, document processing, OCR, embeddings, or AI inference is an advantage.
• Ability to understand technical issues and communicate them clearly to both technical and non-technical stakeholders.
• Strong ownership and ability to work independently at a client location.
• Good documentation and communication skills.

Preferred

• Experience supporting enterprise AI/GenAI applications in production.
• Exposure to cloud platforms such as Google Cloud, AWS, or Azure.
• Experience with monitoring/logging tools, ticketing systems, APIs, and containerized applications.
• Experience working with government, PSU, BFSI, manufacturing, or other large enterprise clients is a plus.

What We Are Looking For

The ideal candidate is someone who is technically hands-on, customer-oriented, and comfortable operating in a production environment. You should be able to independently handle first-level incidents, communicate confidently with client users, and know when and how to escalate complex issues to the engineering team.

This is a 100% work-from-office role at the client location in Mumbai, 5 days a week. Immediate joiners only.