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Job Title: AI Agent Support Engineer (L1 Team Leadership, L2 Support, Enhancements & GCP)
Experience Level: 7+ Years
Location: Hyderabad
About the Role
We are looking for an experienced AI Agent Support Engineer to oversee and guide the dedicated L1 support team responsible for initial incident triage, while directly owning L2 code-level bug fixes and resolution for our active AI agents. In this role, you will lead the support pipeline, identify, debug, and resolve application code issues, and deliver key software enhancements across multiple AI agents running on Google Cloud Platform (GCP) and Vertex AI. Furthermore, you will lead the initiative for 'AI-first support'—leveraging automation and AI-driven solutions to optimize overall support efficiency. You will also manage basic GCP deployments and environment configurations to ensure continuous operational excellence.
What You Will Do
L1 Oversight & L2 Support: Own and guide the L1 support team responsible for initial ticket intake and triage, while directly handling L2 code debugging, bug fixes, and patch deployments across 5 to 6 AI agents.
Application Enhancements: Scope, design, and execute feature enhancements and system updates for existing AI agent workflows and integrations.
'AI First Support' Initiative: Drive and implement an 'AI first' support strategy by leveraging AI tooling and automation to streamline issue detection, self-healing workflows, and support processes.
GCP Deployment & Maintenance: Handle basic GCP deployment routines, deploy code patches, and manage service configurations on Vertex AI and Cloud Run/App Engine.
Agent Health & Monitoring: Monitor AI agent performance, prompt outputs, and API response errors to proactively identify and resolve application failure modes.
Code Maintenance: Maintain codebases for custom AI tools, API integrations, and prompt workflows, ensuring fixes are properly regression-tested.
Basic Release Execution: Execute standard CI/CD deployment jobs and ensure new updates integrate smoothly into GCP runtime environments.
Documentation: Maintain clear documentation on common code fixes, agent architectures, and error resolution runbooks.
What We Are Looking For
Experience: 7+ years of hands-on experience in software development, application support, or software engineering focused on guiding L1 triage teams, L2 code maintenance, and feature enhancements.
Strong Programming Skills: Strong hands-on coding and debugging experience in Python and JavaScript to read, write, and patch application code independently.
Basic Cloud & GCP Knowledge: Practical understanding of basic Google Cloud Platform services (Cloud Functions, Cloud Run, Vertex AI) for deploying and monitoring code.
Full Lifecycle Support & Enhancements: Proven track record of owning the complete support pipeline, implementing minor to major feature enhancements, and spearheading modern AI-driven support operations.
Deployment Basics: Basic understanding of CI/CD pipeline triggers (e.g., GitHub Actions, GitLab CI) to push code updates to production.
Process Creation: Experience writing technical runbooks and setting up incident management frameworks.
Communication: Excellent problem-solving skills with the ability to explain technical issues in simple terms to different teams.
Bonus Skills (Nice to Have)
Prior experience working directly with Machine Learning models or AI applications in a production environment.
Basic knowledge of Docker containers and shell scripting.
Is this the job for you? We would love to hear from you! Please apply directly to the role and we will get in touch with you.
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