Engineer - Application Support N 4A

1401 Genpact India Pvt. Ltd.; Hyderabad; Hybrid; INR 420,000 - 640,000; Full time

Job summary

Genpact India Pvt. Ltd. in Hyderabad is seeking an AI Support Engineer (L1) to handle initial incident triage, user support, and basic issue resolution for GenAI applications.

You will ensure smooth day-to-day operations and quick escalation when needed. The role requires familiarity with IT support processes, ticketing tools, SQL basics, and cloud environments (Azure/AWS). GenAI concepts and strong communication skills are a plus as you join a hybrid team in a fast-moving, innovation-driven

Qualifications

• Bachelor's degree in Computer Engineering, Computer Science or Information Technology
• Master's degree in Software Engineering
• Experience with Agile methodologies and IT service management
• Familiarity with ServiceNow or similar ticketing systems
• Knowledge of SQL and basic databases
• Understanding of Cloud environments (Azure/AWS)
• Exposure to GenAI concepts (preferred)
• Strong problem-solving and attention to detail

Responsibilities

• Serve as first line of defense for GenAI applications, handling initial incident triage and user support.
• Escalate issues to L2/L3 teams and ensure smooth day-to-day operations.
• Monitor system stability and maintain user experience through quick issue resolution.
• Track and document ticket classification and SLA adherence

Skills

Application support

Ticketing tools

Monitoring dashboards

SQL basics

Azure

AWS

GenAI concepts

LLM applications

Prompt workflows

GenAI workflow

Problem solving

Attention to detail

Shift-based support

Communication skills

Customer handling

Agile Methodology

Collaboration Tools

Design Thinking

Executive Presence

Inclusion

Personal Effectiveness

Storytelling

Education

Bachelors - Computer Engineering

Bachelors - Computer Science

Bachelors - Information Technology

Masters - Software Engineering

Job description

Engineer - Application Support N

Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory , our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI , our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting‑edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
Get to know us at genpact.com and on LinkedIn , YouTube , X , and Facebook .

Job Description

Role Overview

The AI Support Engineer (L1) serves as the first line of defense for GenAI applications, responsible for initial incident triage, user support, and basic issue resolution.

This role ensures smooth day-to-day operations, quick response to user issues, and accurate escalation to L2/L3 teams, helping maintain overall system stability and user experience

Required Skills & Qualifications

Technical Skills

Basic understanding of:

• Application support / IT support processes

Familiarity with:

• Ticketing tools (ServiceNow or similar)
• Monitoring dashboards

Working knowledge of:

• SQL / databases (basic queries)
• Cloud environments (Azure / AWS)

Exposure to GenAI concepts (preferred):

• LLM-based applications
• Prompt-based workflows

GenAI & Support Awareness

Understanding of:

• End-to-end GenAI workflow (UI → API → Model → Response)

Awareness of common user-impacting issues:

• Response errors
• Latency delays
• UI failures

Soft Skills

• Strong problem-solving and attention to detail
• Ability to work in 24x7 or shift-based support model
• Good communication and customer handling skills

Role Positioning (GenAI Support Model)

Level: L1 (Operations / Frontline Support)

Focus: “Triage & Stabilize User Experience”

Responsibility Boundary:

• L1 → Initial triage, basic fixes (this role)
• L2 → Advanced troubleshooting
• L3 → Engineering fixes

Success Metrics

• First call resolution rate (FCR)
• Reduction in incorrect escalations to L2
• SLA adherence for response and resolution times
• Improved user experience and satisfaction
• Accuracy in ticket classification and documentation

Qualifications

• Bachelors - Computer Engineering
• Bachelors - Computer Science
• Bachelors - Information Technology
• Masters - Software Engineering

Certifications

• ITIL Foundation - AxelosAxelos

Required Skills

• Agile Methodology
• Collaboration Tools
• Design Thinking
• Executive Presence
• Inclusion
• Personal Effectiveness
• Storytelling

Language

English

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

Application Support N

Remote Type -

Hybrid

Work Shift -

Flex Time (India)

Why join Genpact?

• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands‑on experience, mentorship, and world‑class learning opportunities to stay ahead
• Work with the best – Join 140,000+ bold thinkers and problem‑solvers who push boundaries every day
• Thrive in a values‑driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.