Gen AI Support Engineer-2

Key Responsibilities:

Production Support & Troubleshooting

• Own the resolution of mission-critical production issues.
• Serve as the Subject Matter Expert (SME) for production systems and integrations.
• Lead and mentor L1/L2 engineers on troubleshooting best practices.
• Assist in configuring and deploying patches, releases, and application updates to production environments.

System Improvement & Architecture

• Lead RCA (Root Cause Analysis) reviews and drive systemic improvements in architecture and processes.
• Identify performance bottlenecks and propose architectural changes.
• Collaborate with Delivery, Product, and Engineering teams to influence system design and rollout strategies.

Development & Automation

• Write clean and maintainable code to support internal tools and scripts, primarily using Python and Django.
• Review and validate patch fixes, internal tooling scripts, and support automation code contributed by L1/L2 engineers.
• Automate recovery workflows and design support tools for proactive monitoring.

Operational Excellence

• Establish and improve SLAs, dashboards, alerting systems, and operational runbooks.
• Ensure quality, stability, and adherence to best practices in support automation and internal tooling.