Technical Support Engineer

Role Overview

The Technical Support Engineer / AI Engineer is tasked with delivering expert technical support while actively engaging in the development, deployment, and enhancement of AI-driven solutions. This unique position merges customer-centric technical troubleshooting with strong engineering acumen to guarantee dependable system functionality, swift resolution of technical problems, and ongoing refinement of intelligent software applications.

Key Responsibilities

• Analyze and resolve technical difficulties concerning software applications, systems, APIs, and AI-based products through thorough troubleshooting and root cause examination.
• Provide technical support to both internal teams and external stakeholders, meticulously documenting incidents, tracking their resolution, and ensuring timely response to support requests.
• Assist in the design, creation, testing, deployment, and upkeep of machine learning and AI systems, including data preparation, model integration, API implementation, and process automation.
• Focus on optimizing system scalability, reliability, and security while supporting workflow improvements.
• Collaborate closely with software developers, data engineers, product managers, and business units to collect technical requirements, boost product capabilities, and improve user experience.
• Continuously monitor system performance, analyze operational data to detect recurring issues, and suggest enhancements to increase system stability and efficiency.
• Contribute to the creation of technical documentation, knowledge base content, testing procedures, and initiatives aimed at continuous process improvement.
• Keep abreast of the latest technological advancements, trends in AI, and best practices in technical support and software engineering.

Required Qualifications and Skills

• Comprehensive understanding of technical support workflows, software troubleshooting methods, system administration, networking basics, and application support techniques.
• Capability to diagnose and efficiently resolve intricate technical challenges.
• Familiarity with artificial intelligence and machine learning fundamentals, data manipulation, API integration, and software development concepts.
• Experience or knowledge of AI frameworks, cloud computing platforms, and automation tools is advantageous.
• Proficient in programming languages, scripting, database management, version control, debugging utilities, and various operating systems.
• Working knowledge of RESTful APIs, SQL, and cloud-based services is beneficial.
• Strong analytical and problem-solving abilities to investigate technical issues, interpret logs, assess system performance data, and implement effective remedies.
• Excellent communication skills, both written and oral, enabling clear explanation of technical ideas, preparation of documentation, cross-team collaboration, and professional customer support.
• Well-developed organizational skills, flexibility, keen attention to detail, and the capacity to juggle multiple tasks effectively in a dynamic, technology-focused environment.