Key Responsibilities
- Handle L1/L2 support tickets triage, classify, and resolve customer-reported issues on
product.
- Diagnose problems across product planes: agent runtime failures, LLM/MCP Gateway
errors, authentication issues, and policy violations.
- Analyse platform logs, telemetry, and usage data to identify root causes.
- Guide customers on product onboarding, configuration, and best practices.
- Document troubleshooting steps, known issues, and workarounds in the knowledge
base.
- Escalate complex issues to L3/Engineering with clear reproduction steps and evidence.
- Participate in on-call rotations for critical incident response.
Required Skills & Qualifications
Education B.E. / B.Tech in Computer Science, IT, or related field
Experience 1–2 years in software product support or related technical role
Cloud / Infra Basic understanding of containerisation (Docker/Kubernetes) and cloud
deployments
APIs & Auth Familiarity with REST APIs, API gateways, OAuth / token-based
authentication
AI / LLMs Awareness of LLM concepts; experience with AI tools is a plus
Scripting Python scripting for log parsing and automation
Communication Robust written and verbal English; ability to communicate technical
issues clearly to customers
Problem-Solving Methodical approach to debugging; comfortable working with logs and
error traces
Good to Have
- Exposure to agentic frameworks (LangChain, CrewAI, AutoGen, etc.)
- Experience with observability tools (Grafana, Prometheus, ELK stack)
- Familiarity with OpenShift or enterprise Kubernetes distributions
- Understanding of vector databases or graph databases
Senior Software Engineer
Band: 3–4 Years Experience | Sub-Band : 2.2 | Joining Location : Pune
Key Responsibilities
- Own end-to-end resolution of complex, multi-component issues spanning product
Runtime, Connectivity, Governance, and Model planes.
- Conduct deep-dive root cause analysis on agent failures, LLM routing anomalies, policy
engine misconfigura
📌 Support System Administrator (Pune)
🏢 HCLTech
📍 Pune