AI Senior /Jr Technical Support Engineer - AI-Enabled Support

Qpact Solutions; Bengaluru; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Qpact Solutions in Bengaluru, India is seeking hands-on Senior Technical Support Engineers to resolve complex enterprise application issues, handle escalations, and perform deep technical investigations using AI/ML tools to improve troubleshooting and support operations.

The role requires 3+ years of L2/L3 technical support experience across frontend, backend, APIs, databases, and cloud infrastructure, with strong SQL skills, REST API testing, and cloud proficiency in AWS or Azure.

Qualifications

• 3+ years of hands-on L2/L3 technical support experience.
• Strong troubleshooting across frontend, backend, APIs, databases, and cloud.
• AI/GenAI tools for troubleshooting and knowledge management.
• Experience handling escalations and RCA.

Responsibilities

• Act as senior escalation point for high-priority issues.
• Investigate product defects and cloud incidents.
• Collaborate with Engineering to reproduce defects.
• Mentor junior engineers and create runbooks.
• Perform RCA for recurring issues.
• Participate in on-call rotations.
• Leverage AI/ML for troubleshooting and automation.
• Prepare AI/ML knowledge content.

Skills

L2/L3 Support

AI/ML experience

SQL skills

REST API

Cloud knowledge

Python/JS

Root Cause Analysis

Tools

Postman

curl

Swagger

Job description

Were Hiring | Senior/Jr Technical Support Engineer 4 Positions

Location: Bangalore, India
Experience: 3+ Years
Open Positions: 9
Global Customer Support Bangalore Center of Excellence

We are looking for hands-on Senior Technical Support Engineers with strong expertise in resolving complex enterprise application issues, handling technical escalations, performing deep technical investigations, and leveraging AI/ML tools and capabilities to improve troubleshooting and support operations.

Key Skills & Responsibilities:

• Act as a senior technical escalation point for complex and high-priority customer issues
• Strong L2/L3 Technical/Application Support experience
• Deep troubleshooting across frontend, backend services, APIs, databases, and cloud infrastructure
• Investigate product defects, performance issues, integration failures, and cloud incidents
• Strong SQL skills PostgreSQL, Oracle, and/or SQL Server
• REST API testing/debugging Postman, curl, Swagger
• Cloud troubleshooting – AWS and/or Azure
• Strong scripting/programming skills – Python, JavaScript, or equivalent
• Perform Root Cause Analysis (RCA) for critical and recurring issues
• Collaborate with Engineering teams to reproduce and resolve product defects
• Mentor and provide technical guidance to junior support engineers
• Create troubleshooting runbooks, knowledge articles, and AI/ML-related knowledge content
• Leverage AI/ML tools for troubleshooting, log analysis, knowledge discovery, automation, and support-case resolution
• Identify opportunities to apply AI/ML for support automation, knowledge management, and reduction of recurring incidents
• Participate in on-call support for critical incidents across global time zones
• Strong technical and customer/stakeholder communication skills

Preferred / Added Advantage:

• Hands-on experience with AI/ML, Generative AI, AI-assisted troubleshooting, or AI-based support/knowledge management
• Telecom domain experience
• Utilities – Electric & Gas domain experience
• GIS / Geospatial technologies – ESRI ArcGIS, QGIS, PostGIS, OGC, IQGeo
• Kubernetes / Docker / containerized environments
• Network / Asset Management platforms
• AI / Knowledge Management systems
• ITIL v4 Foundation

Important:

We are specifically looking for Senior Technical Support Engineers with strong hands-on troubleshooting, technical escalation, RCA, and AI/ML experience, rather than generic support/helpdesk profiles.

Candidates from Telecom and Utilities (Electric & Gas) domains are preferred, but domain experience is not mandatory for candidates with strong technical support expertise.

AI/ML experience is required, particularly experience in using AI/GenAI tools for technical troubleshooting, automation, knowledge management, log analysis, or support operations.