Backend L1 - Support Engineer

Role Overview

We are looking for a proactive L1 Support Engineer to join our technical support team, focused on supporting AI agent and LLM-based products. The ideal candidate will be the first point of contact for customer issues, ensuring timely resolution while building strong relationships with both customers and internal engineering teams.

Key Responsibilities

Manage and track support tickets, ensuring adherence to SLA-based client engagement standards

Own the end-to-end issue mitigation process — from triage to resolution or escalation

Explore and experiment with the product across various customer scenarios to build hands-on familiarity

Understand and map customer system topologies to accurately debug and troubleshoot failures

Conduct transparent, technically sound conversations with customers to explain issues, root causes, and resolutions

Analyze system logs and traces to identify, isolate, and resolve issues efficiently

Write and use scripts to aid in debugging,



automation of routine checks, and issue diagnosis

Collaborate closely with the engineering team to escalate complex issues and drive faster resolutions

Build and maintain strong cross-functional relationships with engineering and product teams

Required Skills & Domain Knowledge

Working knowledge of AI agents, MCP (Model Context Protocol) servers, and LLM (Large Language Model) fundamentals

Scripting ability (e.g., Python, Bash, or similar) for debugging and automation

Strong analytical skills to read and interpret logs/traces

Excellent verbal and written communication skills for customer-facing interactions

Ability to manage multiple tickets/priorities within SLA timelines

Pay: From ₹350,000.00 per year

Benefits

- Leave encashment
- Paid sick time
- Paid time off

Work Location: In person

📌 Support Engineer (Teynampet)
🏢 Bastion Data Solutions
📍 Teynampet