About the Role

We are looking for a Lead Support Engineer based in India to oversee B2B
customer deployments. This role demands constant vigilance, rapid triage, and
hands-on diagnostic troubleshooting across UI, APIs, infrastructure, and ML
models—resolving incidents directly via run books and escalating to FDE, SRE, or
Engineering only for platform-level code or infrastructure fixes.

Key Responsibilities

* Serve as the first line of technical support and triage for B2B Customer,
with a high level of ownership and responsiveness.
* Quickly investigate incoming issues and determine the likely source —
ML/model behavior, service outages, backend/API integration,
network/connectivity, infrastructure/environment configuration, or
deployment/dependency problems.
* Perform sufficient technical diagnosis before escalating, ensuring FDEs and
engineering teams receive clear context, logs, reproduction steps, and an
initial assessment.
* Engage and coordinate with FDEs when an issue requires deeper investigation
or remediation,



and monitor deployment health to proactively flag potential
issues.
* Maintain clear documentation of incidents, root causes, resolutions, and
recurring problems; provide timely, professional communication to B2B
Customer stakeholders throughout.
* Develop and build tools & dashboards required for staying on top of Support
SLO.
* Develop a deep understanding of B2B Customer's Dynamo deployment,
infrastructure, integrations, and operating environment.

What We're Looking For

* 5–9 years of experience in technical/production support, with solid
troubleshooting across applications, APIs, backend systems, networking,
infrastructure, and ML systems.
* Ability to distinguish ML/model failures from traditional
software/infrastructure failures, and to isolate problems via logs, APIs,
service health, and configuration review.
* Strong understanding of production environments and incident management.
* Clear and complete client-facing communication for hig

📌 Lead Support Engineer (India)
🏢 Dynamo AI
📍 India