Support Engineer – AI Platforms & Services

Discovered MENA; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

Discovered MENA in Abu Dhabi is seeking a L2 technical Support Engineer to provide hands-on support across AI platforms, cloud services, APIs and enterprise integrations. You will own requests from initial diagnosis through resolution or escalation, coordinating with engineering, infrastructure and external vendors to ensure reliable production use.

The role emphasizes incident management, monitoring, documentation and runbooks, in a large-scale technology environment.

Qualifications

• 3–7 years of experience in technical support, platform operations, cloud support or a similar role.
• Experience supporting AI platforms, developer tools, automation platforms or enterprise SaaS is highly advantageous.
• Strong analytical and structured troubleshooting skills.
• Comfortable managing multiple incidents within SLA-driven environments.
• Strong communication skills with both technical and non-technical stakeholders.
• Experience working with engineering teams and external technology vendors.
• Strong documentation and operational discipline.

Responsibilities

• Provide L2 technical support across AI platforms, APIs, automation tools and cloud services.
• Troubleshoot issues related to LLMs, embeddings, OCR, RAG services and AI model APIs.
• Support cloud environments including Azure, AWS or GCP, as well as production and non-production environments.
• Investigate issues using logs, metrics, monitoring tools and system diagnostics.
• Support REST APIs, authentication, API keys, access permissions, quotas and environment configuration.
• Troubleshoot integrations with enterprise systems including Microsoft 365, SharePoint, Outlook, Teams, ERP and back-office platforms.
• Manage incidents and service requests through ITSM/ticketing platforms such as ServiceNow.
• Prioritize incidents according to severity and agreed SLAs.
• Escalate complex issues to engineering, infrastructure or security teams with clear diagnostics and reproduction steps.
• Monitor service availability, errors, performance degradation and recurring incidents.
• Maintain runbooks, troubleshooting documentation, FAQs and known-issue repositories.
• Coordinate with internal technical teams and third-party technology vendors to drive issues through to resolution.

Skills

Technical support

Cloud platforms

Incident management

Troubleshooting

Communication skills

Documentation

Tools

ServiceNow

Dynatrace

Grafana

Job description

About the Role

We are hiring a L2 technical Support Engineer to join a large-scale technology environment in Abu Dhabi. You will provide L2 technical support across AI platforms, developer tools, APIs, cloud infrastructure and enterprise integrations. The role combines hands-on troubleshooting with incident management, monitoring and coordination across engineering, infrastructure, security and external technology partners.

You will own support requests from initial diagnosis through to resolution or escalation, helping ensure reliable and effective use of business-critical technology platforms.

Key Responsibilities

• Provide L2 technical support across AI platforms, APIs, automation tools and cloud services.
• Troubleshoot issues relating to LLMs, embeddings, OCR, RAG services and AI model APIs.
• Support cloud environments including Azure, AWS or GCP, as well as production and non-production environments.
• Investigate issues using logs, metrics, monitoring tools and system diagnostics.
• Support REST APIs, authentication, API keys, access permissions, quotas and environment configuration.
• Troubleshoot integrations with enterprise systems including Microsoft 365, SharePoint, Outlook, Teams, ERP and back-office platforms.
• Manage incidents and service requests through ITSM/ticketing platforms such as ServiceNow.
• Prioritize incidents according to severity and agreed SLAs.
• Escalate complex issues to engineering, infrastructure or security teams with clear diagnostics and reproduction steps.
• Monitor service availability, errors, performance degradation and recurring incidents.
• Maintain runbooks, troubleshooting documentation, FAQs and known-issue repositories.
• Coordinate with internal technical teams and third-party technology vendors to drive issues through to resolution.

Technical Requirements:

• Cloud: Azure preferred; AWS or GCP also relevant
• ITSM / Ticketing: ServiceNow or similar
• Monitoring: Dynatrace, Grafana or comparable observability platforms
• APIs: REST APIs, authentication, API keys and error handling
• AI Services: RAG pipelines, model APIs, LLM-based services and workflow automation
• Enterprise Integrations: Microsoft ecosystem and ERP platforms
• Troubleshooting: Logs, metrics, dashboards and system signals

Experience & Skills

• 3–7 years of experience in technical support, platform operations, cloud support or a similar role.
• Experience supporting AI platforms, developer tools, automation platforms or enterprise SaaS is highly advantageous.
• Strong analytical and structured troubleshooting skills.
• Comfortable managing multiple incidents within SLA-driven environments.
• Strong communication skills with both technical and non-technical stakeholders.
• Experience working with engineering teams and external technology vendors.
• Strong documentation and operational discipline.

Why Join?

This is an opportunity to work within a large-scale, technically advanced environment, supporting modern AI and cloud platforms that are moving from development into significant production use. You'll work closely with platform, infrastructure and engineering specialists while gaining exposure to a broad range of AI technologies and enterprise systems.