Bengaluru, Karnataka
Job Summary

Job Description: L2 Support Engineer – Gen AI Product Suite Job Description: As an experienced L2 Support Engineer you will be expected to provide advanced technical and functional support for our GenAI product. This role serves as the bridge between frontline (L1) support and product engineering teams, ensuring fast, accurate diagnosis and resolution of customer issues. The ideal candidate has strong analytical skills, hands-on experience with AI/ML systems, and the ability to communicate effectively with both customers and engineering teams.

Key Responsibilities

Advanced Technical Troubleshooting – Investigate/reproduce/analyze/troubleshoot customer reported issues across products/services etc. Customer Incident Management - Own and manage escalated L2 incidents from initial analysis to resolution. Ensure SLA compliance Cross‑Functional Collaboration – Work closely with L1, Engineering teams, customer and ensure that the communication and collaboration is in tact. Root Cause Analysis & Documentation – Perform root cause analysis, trend analysis; actively contribute to knowledge base Environment & Tools Expertise – maintain environments as needed and be SME for all the tools and configurations AI Product Support – Be the Support SME for the product that you are responsible for. Required Skills & Qualifications:





Skill Requirements

3–6 years of experience in L2 product support or technical support roles. Solid troubleshooting skills across cloud‑native applications (AWS/Azure/GCP). Experience in supporting AI/ML or data‑driven applications. Knowledge of GenAI, RAG, agentic frameworks etc Hands-on knowledge of: REST APIs, microservices Python (basic debugging preferred) Docker/Kubernetes/package Installations and deployments Debugging Web front end/webpack installations Ability to read and interpret logs, stack traces, API failures. Soft Skills

Other Requirements

Excellent communication and customer-handling skills. Strong analytical and problem-solving ability. Ability to work under pressure during P1/P2 incidents. Collaboration mindset with global cross-functional teams. Preferred Qualifications Experience supporting enterprise platforms. ITIL Foundation certification (Incident, Problem, Change Management concepts). Understanding of DevOps practices and CI/CD pipelines. Exposure to data pipelines (Spark, Airflow, Kafka, etc.).

#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-

📌 Senior Support Lead (Bengaluru)
🏢 HCLTech
📍 Bengaluru