Apollo L1 Support Engineer

Stefanini, Inc; Muntinlupa; On-site; PHP 350,000 - 650,000; Full time

Job summary

Stefanini, Inc. is seeking a Technical Support Specialist to join the Apollo AI Platform Operations team in Metro Manila. You will serve as the first line of technical support, troubleshoot complex issues, and ensure high reliability for APIs, networking, and Python-based applications.

The role requires strong developer skills, collaboration with engineers and product teams, and a willingness to work across multiple shifts to support a 24/7 global platform.

Qualifications

• 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.

Responsibilities

• Receive, triage, and resolve Level 1 technical incidents related to the Apollo AI platform.
• Diagnose and resolve API connectivity, authentication, and performance issues using Postman, curl, and logs.
• Troubleshoot network connectivity, latency, DNS, and firewall configurations affecting platform access.

Skills

Python

APIs

Networking

Linux/Unix

CI/CD

Monitoring

Ticketing Systems

Bash/Shell scripting

English communication

Education

Bachelor's degree in Computer Science or related field

Tools

Postman

curl

Job description

Job Details

Technical Support Specialist

Job ID#: 64554

Job Category: Technical Support Specialist

Position Type: Full Time

Remaining Positions: 3

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

• In cident 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

• C ross-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 Details:

Required Qualifications

• 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.

Technical Skills (Must-Haves)

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

Nice-to-Have Skills

• AI/LLM Concepts Knowledge of Large Language Models, prompting, model inference, and AI platform operations
• Docker/Kubernetes Experience with containerization and orchestration platforms
• Cloud Platforms Familiarity with AWS, Azure, or GCP
• ITIL Certification Understanding of ITIL processes (incident, problem, change management)
• Security Concepts Familiarity with authentication, authorization, and security best practices
• Bash/Shell Scripting 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.

Shift Coverage Requirement

• Morning Shift: 6:00 AM – 2:00 PM
• Mid Shift: 2:00 PM – 10:00 PM
• Night Shift: 10:00 PM – 6:00 AM
• Flexibility: The role requires availability to cover all three shifts on a rotational basis, with shift schedules determined by business needs.
• Global Support: This 24/7 coverage model ensures seamless support for international teams and users across different time zones.

#LI-GA1, #LI-ONSITE

Pay Range: Based on Experience

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