Technical Support Engineer

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline, and/or equivalent practical experience.

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline, and/or equivalent practical experience.
• 1+ years of experience in Technical Support, troubleshooting, or a related technical field.
• Strong knowledge or understanding of Artificial Intelligence and Machine Learning (AIML), Chatbots, Large Language Models (LLMs), and Generative AI.
• Preferred experience or knowledge of Google Cloud Platform (GCP).
• Basic understanding of cloud or hybrid cloud environments.
• Strong troubleshooting and analytical skills with the ability to diagnose and resolve technical issues effectively.
• Strong customer support capabilities with a customer-focused approach.
• Excellent verbal and written communication skills.
• Ability to understand customer concerns, empathize with customers, and handle issues with care and professionalism.
• Ability to clearly communicate technical concepts and solutions to customers with varying levels of technical knowledge.
• Willingness to work from the office in a 24×7 rotational shift environment.
• Ability to work collaboratively with cross-functional teams and adapt to a fast-paced support environment.

• Engage with customers through email, chat, and phone to diagnose, troubleshoot, and resolve complex technical issues related to AIML products, solutions, and cloud environments.
• Provide technical support and guidance for customer-specific AIML and cloud-based solutions, addressing architectural design requirements and offering targeted recommendations.
• Troubleshoot issues related to AI/ML models, Generative AI, APIs, integrations, deployments, and cloud services.
• Ensure timely response and resolution of customer queries while consistently meeting or exceeding defined Service Level Objectives (SLOs).
• Maintain high customer satisfaction by delivering accurate, effective, and high-quality technical support.
• Utilize advanced troubleshooting tools and techniques to identify root causes and provide customers with clear and comprehensive resolutions.
• Analyze complex technical issues, reproduce problems, and perform detailed investigations to identify the underlying cause.
• Document and classify customer queries, technical issues, root causes, resolutions, and preventative actions to support continuous improvement and knowledge sharing.
• Collaborate with Engineering, Product, and other cross-functional teams to investigate and resolve complex technical issues and product-related concerns.
• File detailed bug and issue reports for Engineering teams, including problem descriptions, reproduction steps, expected and actual behavior, logs, and relevant technical details.
• Assist in creating and maintaining technical documentation, troubleshooting guides, knowledge base articles, and standard operating procedures.
• Identify recurring issues and trends and recommend preventative actions or process improvements to enhance product quality and customer experience.
• Clearly communicate technical concepts and solutions to customers and internal stakeholders with varying levels of technical expertise.