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 transparent 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

Positive 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