About the Role The Support Engineer is the technical frontline for our enterprise AI platform operations. You will own the support queue, resolve platform configuration and integration issues, and maintain service reliability for a user base composed primarily of experienced software developers and senior technical professionals. The expectation is peer-level technical depth: developers will arrive with specific, well-formed problem statements and expect substantive, technically grounded responses. You will work closely with the Team Lead and Adoption Engineer, and interface directly with AI platform vendor support teams on escalations.
Scope boundary: This role resolves platform operational and integration issues. Questions about AI model behavior, prompt design, RAG implementation, or AI engineering techniques are out of scope and should be directed to the Engineering team. The boundary is platform operations vs. AI engineering practice.
Responsibilities • Own and resolve the AI platform support queue: authentication and SSO failures, IDE and CLI integration issues,
proxy and network configuration, API access and rate limit errors, license provisioning problems, and platform-specific behavioral anomalies. • Triage issues accurately — distinguish platform configuration problems (this team's scope) from AI model behavior questions or engineering design questions (Engineering team's scope) and route accordingly. • Diagnose and document recurring platform issues; build a knowledge base of root causes, resolution steps, and workarounds that reduces repeat ticket volume over time. • Escalate complex issues to AI platform vendors (Anthropic, Google, OpenAI) with accurate reproduction steps, environment details, and diagnostic data; track to resolution. • Support platform administration tasks: license provisioning and deprovisioning, access audits, SSO configuration changes, and policy enforcement in coordination with the Team Lead. • Partner with the Adoption Engineer to
📌 AI Support Engineer (Bengaluru)
🏢 HCLSoftware
📍 Bengaluru
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