AI Technical Support Engineer

Summary

OVA.Work is seeking a proactive AI Technical Support Engineer to provide technical support for AI-powered applications and machine learning platforms. The role involves troubleshooting technical issues, assisting customers with AI product usage, and collaborating with engineering teams to ensure a high-quality user experience.

Responsibilities

• Provide technical support for AI, machine learning, and Generative AI applications
• Diagnose and resolve issues related to AI model deployments, APIs, inference services, and application performance
• Troubleshoot integration issues involving REST APIs, SDKs, databases, and cloud services
• Monitor AI application health, system logs, and performance metrics to identify and resolve incidents
• Assist customers and internal teams with AI platform configuration, onboarding, and troubleshooting
• Reproduce reported issues, document findings, and collaborate with engineering teams to implement fixes
• Create and maintain technical documentation, knowledge base articles, FAQs, and troubleshooting guides
• Support model deployment, version updates, and production rollouts
• Escalate complex technical issues while ensuring timely communication and resolution
• Stay informed about AI technologies, product updates, and support best practices

Skills

• Bachelor's degree in Computer Science, Information Technology, Artificial Intelligence, Electronics, or a related field
• 1–3 years of experience in technical support, application support, software support, or AI/ML support
• Basic understanding of Artificial Intelligence, Machine Learning, and Generative AI concepts
• Proficiency in Python for troubleshooting, scripting, or automation
• Familiarity with REST APIs, JSON, and API testing tools such as Postman
• Basic knowledge of SQL and relational databases
• Experience working with Linux operating systems and command-line tools
• Familiarity with Git and software development workflows
• Strong analytical, troubleshooting, and debugging skills
• Experience supporting Large Language Model (LLM)-based applications
• Familiarity with cloud platforms such as AWS, Microsoft Azure, or Google Cloud
• Knowledge of Docker and containerized deployments
• Exposure to vector databases, Retrieval-Augmented Generation (RAG), or AI agents
• Experience with monitoring and logging tools such as Grafana, Prometheus, ELK Stack, or Splunk
• Understanding of IT service management (ITSM) processes and ticketing systems such as Jira or ServiceNow
• AI, cloud, or technical support certifications
• Experience supporting SaaS or enterprise software platforms
• Basic knowledge of MLOps and model deployment workflows
• Familiarity with scripting for automation and log analysis
• Experience working in a 24×7 support environment

Qualifications

Must Haves

• Bachelor's degree in Computer Science, Information Technology, Artificial Intelligence, Electronics, or a related field
• 1–3 years of experience in technical support, application support, software support, or AI/ML support
• Basic understanding of Artificial Intelligence, Machine Learning, and Generative AI concepts
• Proficiency in Python for troubleshooting, scripting, or automation
• Familiarity with REST APIs, JSON, and API testing tools such as Postman
• Basic knowledge of SQL and relational databases
• Experience working with Linux operating systems and command-line tools
• Familiarity with Git and software development workflows
• Strong analytical, troubleshooting, and debugging skills

Nice to Haves

• Experience supporting Large Language Model (LLM)-based applications
• Familiarity with cloud platforms such as AWS, Microsoft Azure, or Google Cloud
• Knowledge of Docker and containerized deployments
• Exposure to vector databases, Retrieval-Augmented Generation (RAG), or AI agents
• Experience with monitoring and logging tools such as Grafana, Prometheus, ELK Stack, or Splunk
• Understanding of IT service management (ITSM) processes and ticketing systems such as Jira or ServiceNow
• AI, cloud, or technical support certifications
• Experience supporting SaaS or enterprise software platforms
• Basic knowledge of MLOps and model deployment workflows
• Familiarity with scripting for automation and log analysis
• Experience working in a 24×7 support environment

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health and wellness benefits.
• Learning and certification reimbursement.
• Flexible work arrangements.
• Opportunity to work with cutting-edge AI and Generative AI technologies.
• Collaborative, inclusive, and growth-oriented work environment.