Job Description:

ABOUT THE ROLE

The Support Platform & AI Engineer is responsible for designing, operating, and continuously improving the technology ecosystem that powers the client's global Customer Support organisation. This is a specialised engineering role at the intersection of support operations, AI and ML systems, and platform engineering, with a direct mandate to increase the intelligence, efficiency, and automation capability of how the client delivers support to customers worldwide.
These engineers own the AI agent platform, knowledge management system, CRM integrations, automation workflows, monitoring and reporting infrastructure, and all internal support tooling. Working closely with support engineers and leadership, they identify where automation can reduce manual effort, improve response quality, and help achieve the organisation's target of deflecting more than 50% of incoming support requests through AI-powered self-service.

KEY RESPONSIBILITIES

•Own and continuously improve the AI agent platform, including configuration, fine-tuning, knowledge feeding,



and performance monitoring of AI-assisted support tools.
•Design and implement support automation workflows that reduce manual effort, accelerate resolution, and improve the customer self-service experience.
•Manage and evolve the knowledge management platform, ensuring content is accurate, structured for AI consumption, and continuously updated.
•Build and maintain CRM and ITSM integrations, reporting dashboards, and operational tooling used by the global support team.
•Monitor platform health, alert on degradation, and proactively identify opportunities to improve system reliability and performance.
•Partner with support engineers to identify automation opportunities from recurring case patterns, translating operational pain points into engineering solutions.
•Track and report on AI deflection rates, knowledge base effectiveness, and platform adoption metrics, using data to drive continuous im

📌 Support Platform (Bengaluru)
🏢 Mantras2Success
📍 Bengaluru