AI/LLM Support Engineer — Global Hybrid & AI Ops

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

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.