AI Support Engineer
NorthBay - PakistanUnited Arab Emirates9 days ago
Full-timeInformation Technology
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Job Type: Full-time
Work Mode: Onsite (Candidates outside UAE must be willing to relocate)
Role Overview
The AI Support Engineer provides first-line operational support for AI platforms, AI models, APIs, and AI-powered applications in production. The role focuses on monitoring AI services, troubleshooting model/API issues, supporting integrations, and escalating incidents to engineering or platform teams.
Key Responsibilities
Work Mode: Onsite (Candidates outside UAE must be willing to relocate)
Role Overview
The AI Support Engineer provides first-line operational support for AI platforms, AI models, APIs, and AI-powered applications in production. The role focuses on monitoring AI services, troubleshooting model/API issues, supporting integrations, and escalating incidents to engineering or platform teams.
Key Responsibilities
- Support AI model consumption including LLMs, embeddings, OCR, STT/TTS, and inference APIs
- Troubleshoot API errors, latency issues, malformed requests, and authentication failures (OAuth, tokens, API keys)
- Monitor token consumption and identify abnormal usage or quota issues
- Monitor and troubleshoot RAG pipelines, embedding generation, indexing, and ingestion workflows
- Identify issues affecting vector databases and escalate infrastructure problems to DevOps teams
- Ensure AI service usage follows governance policies, rate limits, and access controls
- Act as first responder for AI-related incidents (P0–P3) and perform initial triage using logs and monitoring dashboards
- Escalate complex issues to engineering teams with diagnostic context and track incidents through resolution
- Perform validation checks after AI model or API releases and monitor deployments for anomalies
- Support enterprise integrations such as Microsoft 365, SharePoint, Teams, Oracle, and Jira
- Monitor API performance metrics including latency, error rates, throughput, and service availability
- Maintain troubleshooting runbooks, support documentation, and incident RCA reports
- Experience supporting REST APIs and API-based platforms
- Understanding of LLM usage patterns such as RAG, embeddings, and inference APIs
- Familiarity with authentication mechanisms (OAuth2, API keys, token-based access)
- Ability to troubleshoot using logs, traces, and monitoring dashboards
- Experience with monitoring tools such as Azure Monitor, Dynatrace, or Grafana
- Basic understanding of cloud environments such as Microsoft Azure
- Understanding of API governance, rate limiting, and quotas
- 3–8 years of experience in AI platform support, API support, SaaS support, or application operations
- Experience supporting AI/ML services or developer platforms preferred
- Experience working with enterprise integrations and vendors is a plus
- Arabic language skills are an advantage
Key Skills
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