AI Support Engineer

AI Support Engineer

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

• 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

Required Skills

• 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

Experience

• 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