AI Support Engineer

AI Support Engineer

Job Type: Full-time
Work Mode: Onsite (Candidates outside UAE must be willing to relocate)

Role Overview
The AI Support Engineer provides first-line operational support for AI platforms, AI models, APIs, and AI-powered applications in production. The role focuses on monitoring AI services, troubleshooting model/API issues, supporting integrations, and escalating incidents to engineering or platform teams.

Key Responsibilities

Support AI model consumption including LLMs, embeddings, OCR, STT/TTS, and inference APIs
Troubleshoot API errors, latency issues, malformed requests, and authentication failures (OAuth, tokens, API keys)
Monitor token consumption and identify abnormal usage or quota issues
Monitor and troubleshoot RAG pipelines, embedding generation, indexing, and ingestion workflows
Identify issues affecting vector databases and escalate infrastructure problems to DevOps teams
Ensure AI service usage follows governance policies, rate limits, and access controls
Act as first responder for AI-related incidents (P0P3) and perform initial triage using logs and monitoring dashboards
Escalate complex issues to engineering teams with diagnostic context and track incidents through resolution
Perform validation checks after AI model or API releases and monitor deployments for anomalies
Support enterprise integrations such as Microsoft 365, SharePoint, Teams, Oracle, and Jira
Monitor API performance metrics including latency, error rates, throughput, and service availability
Maintain troubleshooting runbooks, support documentation, and incident RCA reports

Required Skills

Experience supporting REST APIs and API-based platforms
Understanding of LLM usage patterns such as RAG, embeddings, and inference APIs
Familiarity with authentication mechanisms (OAuth2, API keys, token-based access)
Ability to troubleshoot using logs, traces, and monitoring dashboards
Experience with monitoring tools such as Azure Monitor, Dynatrace, or Grafana
Basic understanding of cloud environments such as Microsoft Azure
Understanding of API governance, rate limiting, and quotas

Experience

38 years of experience in AI platform support, API support, SaaS support, or application operations
Experience supporting AI/ML services or developer platforms preferred
Experience working with enterprise integrations and vendors is a plus
Arabic language skills are an advantage