This role is responsible for supporting production and business applications, monitoring application health, and proactively identifying and escalating issues to stakeholders. It includes handling user-facing production issues, requests, and data or information needs, as well as collaborating on vulnerability remediation and other support escalations. A key focus is supporting AI applications, including triage, debugging, and troubleshooting in ways that differ from traditional non-AI systems. The ideal candidate has experience supporting or maintaining AI applications, a strong understanding of AI support processes, sub-processes, troubleshooting methods, and tools, and is comfortable working in a hands-on support role.

We will count on you to:

• Understand the application, its processes, and all relevant stakeholders, and maintain professional relationships with online business teams to provide support where needed.

• Triage and clarify support tickets (incidents and service requests), coordinating with reporters and stakeholders (offshore and onshore) to ensure requirements are well defined.

• Analyze support tickets, coordinate with other IT teams, and identify and implement technical solutions to resolve software and usability issues (functionality, sign-on, security access, reporting, upgrades).

• Monitor application and server health, logs, and alerts; analyze issues, raise and escalate support tickets as required, and validate fixes through stakeholder testing.

• Perform root cause analysis for highpriority incidents, prepare incident reports, and share findings and next steps with stakeholders.

• Communicate timely updates to stakeholders on highpriority tickets, deployments, outages, and change activities; develop client communications for rollouts, downtime, new functionality, training, and documentation.

• Ensure adherence to implementation, support, and changemanagement processes (e.g., SDLC and Change Management) and contribute to process and application/project improvements; produce servicemanagement summary reports.

• Be available for meetings, oncall and offhours support (including weekends) and work a flexible schedule to accommodate offhours conference calls.

• Analyze incident data and logs to identify patterns and improvement opportunities

• Manage improvisation projects in Application Support

• Participation in ideation and gigs

What you need to have:

• Degree in Computer Science or Information Technology.

• At least 2 years of experience in AI application support, monitoring with DataDog and Langsmith toolsHands-on support and development experience with one or more of: MEAN/MEARN stack, PostgreSQL, MS SQL Server, APIs (REST/JSON/GraphQL), Postman/Bruno, and GitHub; scripting knowledge of Python.

• Hands-on support and development experience with one or more of: MEAN/MEARN stack, PostgreSQL, MS SQL Server, APIs (REST/JSON/GraphQL), Postman/Bruno, and GitHub; scripting knowledge of Python.

• Practical experience with containerization and orchestration (Docker and/or Kubernetes) and supporting multi-tier Internet/Intranet applications using common design patterns.

• Strong understanding of API principles (HTTP methods, REST, JSON, SOAP, GraphQL) and familiarity with API management platforms such as Apigee and AWS API Gateway.

• Experience with ITSM and monitoring tools such as ServiceNow, JIRA, Datadog, or Splunk; minimum one year of AI monitoring experience with Datadog or LangSmith.

• Good understanding of AI models (traditional and LLMs)model lifecycle, bias/accuracy, and model driftplus knowledge of prompt engineering, MCP, RAG, Token Management, AI KPIs.

What makes you stand out:

• Cloud technologies (AWS, Azure); ITIL certified; experience working in offshoreonsite delivery teams.

• Good technical knowledge to understand and debug AI applications, MCPs, RAGs, using monitoring tools for cause identification

• Excellent and effective English communication skills.

• Strong debugging, troubleshooting, analytical, and design capabilities.

• Strong track record of process optimization

• Self-starter with excellent organizational and time-management skills; quick learner, quality-conscious, and committed to meeting deadlines.

The applicable base salary range for this role is $86,500 to $136,500.