AI Engineer [Apollo Support L1]

Stefanini North America and APAC; Muntinlupa; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Stefanini North America and APAC is seeking an Apollo L1 Support Engineer to join our AI Platform Operations team in Manila. You will be the first line of technical support for APIs, networking, and Python-based applications, ensuring reliability and performance of our AI platform.

You will work with developers and platform engineers, handle incidents, monitor systems, and contribute to runbooks, knowledge base, and process improvements.

Qualifications

• Bachelor's degree in CS/IT/Engineering or related field.
• 3+ years in technical support, software development, or systems engineering.
• Experience troubleshooting production-scale systems.
• Knowledge of Japanese is a plus.

Responsibilities

• Handle L1 incidents for the Apollo AI platform and ensure quick resolution.
• Diagnose API connectivity, authentication, and performance issues.
• Troubleshoot networking, Python automation, and data pipelines.
• Document incidents and contribute to runbooks and knowledge base.

Skills

Python

RESTful APIs

Networking

Linux

CI/CD

Observability

ITSM (ServiceNow)

Education

Bachelor's degree in CS/IT/Engineering

Tools

Postman

curl

ServiceNow

Job description

Job Description

We are seeking a skilled and proactive Apollo L1 Support Engineer to join our AI Platform Operations team. In this role, you will serve as the first line of technical support for our AI/LLM platform, providing expert-level troubleshooting and incident resolution for complex technical issues involving APIs, networking, and Python-based applications. This is a highly technical support role requiring strong developer skills and a deep understanding of IT infrastructure. You will work closely with development teams, platform engineers, and end-users to ensure the reliability and performance of our AI platform.

Key Responsibilities

Technical Support & Incident Management

• Incident Handling: Receive, triage, and resolve Level 1 technical incidents related to the Apollo AI platform, ensuring timely resolution and minimal service disruption.
• API Troubleshooting: Diagnose and resolve API connectivity, authentication, and performance issues using tools like Postman, curl, and logging platforms.
• Networking Support: Troubleshoot network-related issues including connectivity, latency, DNS, and firewall configurations affecting platform access.
• Python Application Support: Debug and resolve issues with Python-based automation scripts, data pipelines, and integration workflows.

System Monitoring & Operations

• Proactive Monitoring: Monitor platform health and performance using observability tools, identifying potential issues before they impact users.
• Alert Response: Respond to system alerts, perform initial diagnostics, and elevate complex issues to Level 2/3 engineers as needed.
• Runbook Execution: Follow documented runbooks and standard operating procedures for incident resolution and system maintenance tasks.

Documentation & Knowledge Management

• Knowledge Base: Create and maintain detailed documentation, knowledge articles, and troubleshooting guides to support end-users and internal teams.
• Incident Reports: Document incident root causes, resolution steps, and preventive measures to build a comprehensive knowledge repository.
• Continuous Improvement: Contribute to the improvement of support processes, runbooks, and automation scripts.

Collaboration & Communication

• Cross-functional Collaboration: Work closely with development, platform engineering, and product teams to resolve complex technical issues and communicate platform updates.
• Stakeholder Communication: Provide clear and professional updates to stakeholders on incident status, resolution timelines, and root cause analysis.
• Knowledge Sharing: Actively participate in knowledge transfer sessions, team stand-ups, and post-incident reviews.

Escalation & Incident Management

• Escalation: Escalate complex or unresolved issues to Level 2/3 engineers with clear documentation and diagnostic information.
• Triage & Prioritization: Prioritize incidents based on business impact and service level agreements (SLAs), ensuring critical issues are addressed immediately.
• Incident Documentation: Ensure accurate and detailed logging of all incidents and service requests in the ticketing system.

Job Requirements

What do you need to succeed?

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 3+ years of experience in a technical support, software development, or systems engineering role.
• Proven experience troubleshooting complex technical issues in a production environment.
• Knowledge of Japanese (spoken and written) will be a plus.

Technical Skills (Must-have)

• Strong proficiency in Python - ability to read, debug, and write automation scripts
• Deep understanding of RESTful APIs, authentication (OAuth, API keys), and troubleshooting tools (Postman, curl)
• Solid understanding of networking fundamentals (TCP/IP, DNS, firewalls, load balancers, VPNs)
• Familiarity with Linux command line for log analysis and system troubleshooting
• Understanding of CI/CD pipelines and deployment processes
• Experience with monitoring and observability tools
• Experience with ServiceNow or similar ITSM platforms

Nice To Have

• Knowledge of Large Language Models, prompting, model inference, and AI platform operations
• Experience with containerization and orchestration platforms
• Familiarity with AWS, Azure, or GCP
• Understanding of ITIL processes (incident, problem, change management)
• Familiarity with authentication, authorization, and security best practices
• Proficiency in Bash or Shell scripting for automation

Soft Skills

• Excellent Communication: Clear and professional verbal and written communication in English.
• Structured Mindset: Highly organized with strong attention to detail and ability to prioritize effectively.
• Problem-Solving: Strong analytical and troubleshooting skills with a proactive approach to issue resolution.
• Knowledge Sharing: Willingness to share knowledge and contribute to team development.
• Customer Focus: Strong customer service orientation and commitment to user satisfaction.
• Flexibility: Willingness to work across morning, mid, and night shifts as required.
• Attendance and schedule adherence are requirements of this position