About the Role

We are looking for an AI Production Support Engineer to provide L1 production support for an enterprise AI product deployed at a client location in Mumbai.

This is a customer-facing production support role . The person will be the first point of contact for users, monitor the AI application in production, troubleshoot issues, coordinate with the engineering team for resolution, and ensure smooth day-to-day operations.

Prior experience working with AI/ML products, enterprise applications, customer-facing support, or production support is mandatory.

Key Responsibilities

- Provide L1 production support for an enterprise AI application deployed at the client site.
- Act as the first point of contact for client users and business teams for application-related issues.
- Monitor application health, workflows, jobs, APIs, and AI processing pipelines.
- Troubleshoot functional and technical issues and identify whether they are related to the application, data, infrastructure, or AI models.
- Perform basic log analysis, API checks, data validation, and application diagnostics.
- Create detailed incident tickets with relevant logs, screenshots, error messages, and reproduction steps.
- Coordinate with L2/L3 engineering, AI/ML, DevOps, and product teams for issues requiring escalation.
- Track incidents through resolution and ensure timely communication with the client.
- Support application releases, configuration changes, patches, and production deployments as required.
- Maintain daily/weekly production support reports, incident logs, and issue dashboards.
- Identify recurring issues and recommend improvements to reduce production incidents.
- Assist users with basic product usage and troubleshooting.
- Ensure adherence to client SLA, security,



and operational processes .

Required Skills & Experience

- 2–5 years of experience in production support, application support, technical support, or customer-facing technology roles.
- Mandatory: Prior experience supporting or working with AI/ML, GenAI, analytics, or enterprise AI products .
- Experience in direct customer/client engagement is mandatory.
- Strong troubleshooting and problem-solving skills.
- Good understanding of APIs, databases, application logs, and basic Linux/Windows troubleshooting.
- Working knowledge of Python and SQL is preferred.
- Familiarity with AI/ML concepts such as LLMs, RAG, document processing, OCR, embeddings, or AI inference is an advantage.
- Ability to understand technical issues and communicate them clearly to both technical and non-technical stakeholders.
- Strong ownership and ability to work independently at a client location.
- Positive documentation and communication skills.

Preferred
- Experience supporting enterprise AI/GenAI applications in production .
- Exposure to cloud platforms such as Google Cloud, AWS, or Azure .
- Experience with monitoring/logging tools, ticketing systems, APIs, and containerized applications.
- Experience working with government, PSU, BFSI, manufacturing, or other large enterprise clients is a plus.

What We Are Looking For The ideal candidate is someone who is technically hands-on, customer-oriented, and comfortable operating in a production environment . You should be able to independently handle first-level incidents, communicate confidently with client users, and know when and how to escalate complex issues to the engineering team. This is a 100% work-from-office role at the client location in Mumbai, 5 days a week. Immediate joiners only.

📌 Production Support Engineer (Mumbai)
🏢 Valiance Solutions
📍 Mumbai