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 Strong 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 misconfigurations, and memory/context service issues.
- Act as the escalation bridge between customers and the engineering team — filing

detailed bug reports with reproduction environments.
- Advise enterprise customers on product architecture, agent design patterns, security

hardening, and cost optimisation using Billing plane controls.
- Lead post-incident reviews and contribute to platform runbooks and support playbooks.
- Mentor junior support engineers on troubleshooting methodologies and product

internals.
- Identify patterns in support tickets to proactively surface product gaps and influence

roadmap priorities. Required Skills & Qualifications

Education B.E. / B.Tech in Computer Science, IT, or related field

Experience 3–4 years in product support, platform engineering, or SRE for enterprise software

Cloud / Infra Hands-on with Kubernetes/OpenShift, containerised microservices,

and enterprise cloud environments

APIs & Security Deep understanding of API gateway architecture, OAuth, JWT, mTLS,

and RBAC/ABAC policy models

AI / LLM Ops Working knowledge of LLM APIs (OpenAI, Azure OpenAI, Watsonx,

etc.), prompt engineering, and agent frameworks

Scripting / Dev Proficient in Python; comfortable reading application code to identify defects

Communication Excellent written and verbal English; ability to run executive-level incident bridges and write transparent RCA documents

Good to Have

- Experience with agentic frameworks: LangChain, AutoGen, CrewAI, or similar
- Knowledge of MCP (Model Context Protocol) architecture
- Familiarity with vector databases (Pinecone, Weaviate, pgvector) or graph databases

(Neo4j)
- Exposure to enterprise governance frameworks for AI (responsible AI, regulatory

compliance)

📌 Support System Administrator (Pune)
🏢 HCLTech
📍 Pune