AI/LLM Support Engineer

ERNI; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

ERNI in Manila is seeking an AI/LLM Support Engineer to bridge operations, development, and business stakeholders. You will investigate incidents, troubleshoot integrations, support AI-enabled applications, and maintain reliable services through structured analysis and continuous improvement.

Work with global teams to diagnose issues, document solutions, and support Databricks-based data platforms, Spark workloads, and cloud services on AWS/Azure.

Qualifications

• Experience in Application Support, Production Support, Technical Support, or similar roles.
• Strong analytical and problem-solving skills.
• Knowledge of APIs, system integrations, and web services.
• Understanding of networking fundamentals.
• Experience with Python scripting.
• Ability to analyze technical logs, payloads, and application workflows.
• Strong written and spoken English communication skills.
• Ability to create clear and structured technical documentation.
• Detail-oriented mindset with a passion for troubleshooting and continuous learning.
• Ability to perform prompt engineering concepts and AI workflows.

Responsibilities

• Investigate incidents, troubleshoot integrations, support AI-enabled applications, and maintain reliable services through structured technical analysis and continuous improvement initiatives.
• Work closely with global teams to diagnose issues, document solutions, and contribute to the successful operation of LLM solutions and related platforms.
• Provide operational support for Databricks-based enterprise data platforms.
• Investigate and resolve incidents affecting data pipelines, workflows, clusters, integrations, and platform services.
• Troubleshoot Spark, PySpark, Spark SQL, and ETL/ELT workloads running in production environments.
• Monitor platform health and identify potential risks before they impact users and business processes.
• Support incident management, root cause analysis, and problem management activities.
• Collaborate with engineering, platform, and product teams to resolve complex technical issues.
• Support data services deployed on AWS and/or Azure cloud platforms.
• Create and maintain technical documentation, operational runbooks, and knowledge base articles.
• Contribute to automation initiatives and service improvement opportunities.
• Help improve operational efficiency, service reliability, and platform scalability.

Skills

Application Support

Production Support

Technical Support

APIs & Integrations

Networking Fundamentals

Python Scripting

Logs & Troubleshooting

English Communication

Education

Master's degree (advantage)

Tools

ServiceNow

Databricks

AWS

Azure

Spark

PySpark

Spark SQL

ETL/ELT

Job description

Founded in 1994 and headquartered in Switzerland,ERNIis a leading Software Development company with over 800 employees worldwide. Specializing in IT and software engineering, we drive innovation in process and technology. Our first service center in Asia Pacific, located in Metro Manila (Mandaluyong), supports clients across Europe, APAC, the Philippines, and the USA. As we continue to grow, we're looking for passionate and motivated individuals to join our team.

Why ERNI is the Perfect Place for You:

• International Exposure: Work with global clients on cutting-edge projects.
• Inclusive Culture: Thrive in a collaborative and diverse work environment.
• Career Development: Enjoy continuous learning and professional growth opportunities.

Growth and Opportunities:

• Challenging Projects: Engage in complex software projects across MedTech, Industry, Finance, and Transportation.
• Supportive Environment: Benefit from a team dedicated to guiding and supporting yoursuccess.
• Recognition and Advancement: Receive acknowledgment for your efforts and opportunities for promotion.
• Open Communication: Experience transparency and value your input in our culture.

What are our wishes?

Experience in Application Support, Production Support, Technical Support, or similar roles.

Strong analytical and problem-solving skills.

Knowledge of APIs, system integrations, and web services.

Understanding of networking fundamentals.

Experience with Python scripting.

Ability to analyze technical logs, payloads, and application workflows.

Strong written and spoken English communication skills.

Ability to create clear and structured technical documentation.

Detail-oriented mindset with a passion for troubleshooting and continuous learning.

Ability to perform prompt engineering concepts and AI workflows.

Nice to Have

Experience supporting AI, Machine Learning, or Large Language Model applications.

Experience working with ServiceNow or other ITSM platforms.

Understanding of Incident Management and IT Operations processes.

Experience working in global, enterprise-scale environments.

Preferred Qualifications

Experience with Microservices Architecture.

Experience working in Agile or Scrum environments.

Exposure to integration, user acceptance, security, and performance testing.

Master's Degree in a related discipline is an advantage.

How can you contribute to the team?

• As an AI/LLM Support Engineer, you will act as a bridge between operations, development, and business stakeholders. You will investigate incidents, troubleshoot integrations, support AI-enabled applications, and help maintain reliable services through structured technical analysis and continuous improvement initiatives.
• You will work closely with global teams to diagnose issues, document solutions, and contribute to the successful operation of Large Language Model (LLM) solutions and related platforms.
• Provide operational support for Databricks-based enterprise data platforms.
• Investigate and resolve incidents affecting data pipelines, workflows, clusters, integrations, and platform services.
• Troubleshoot Spark, PySpark, Spark SQL, and ETL/ELT workloads running in production environments.
• Monitor platform health and identify potential risks before they impact users and business processes.
• Support incident management, root cause analysis, and problem management activities.
• Collaborate with engineering, platform, and product teams to resolve complex technical issues.
• Support data services deployed on AWS and/or Azure cloud platforms.
• Create and maintain technical documentation, operational runbooks, and knowledge base articles.
• Contribute to automation initiatives and service improvement opportunities.
• Help improve operational efficiency, service reliability, and platform scalability.

Work Setup:

• Hybrid (required to report onsite at least once a week, subject to project and business needs)
• Work Schedule: 9:00 AM - 6:00 PM, Manila Time
• Type: Project-based (minimum 1 year, subject to extension) / Staff Augmentation