AI Support Engineer

AI Support Engineer Job Type: Full-time Work Mode: Onsite (Candidates outside UAE must be willing to relocate) Role Overview The AI Support Engineer provides first-line operational support for AI platforms, AI models, APIs, and AI-powered applications in production.

The role focuses on monitoring AI services, troubleshooting model/API issues, supporting integrations, and escalating incidents to engineering or platform teams.

Key Responsibilities • Support AI model consumption including LLMs, embeddings, OCR, STT/TTS, and inference APIs • Troubleshoot API errors, latency issues, malformed requests, and authentication failures (OAuth, tokens, API keys) • Monitor token consumption and identify abnormal usage or quota issues • Monitor and troubleshoot RAG pipelines, embedding generation, indexing, and ingestion workflows • Identify issues affecting vector databases and escalate infrastructure problems to DevOps teams • Ensure AI service usage follows governance policies, rate limits, and access controls • Act as first responder for AI-related incidents (P0–P3) and perform initial triage using logs and monitoring dashboards • Escalate complex issues to engineering teams with diagnostic context and track incidents through resolution • Perform validation checks after AI model or API releases and monitor deployments for anomalies • Support enterprise integrations such as Microsoft 365, SharePoint, Teams, Oracle, and Jira • Monitor API performance metrics including latency, error rates, throughput, and service availability • Maintain troubleshooting runbooks, support documentation, and incident RCA reports Required Skills • Experience supporting REST APIs and API-based platforms • Understanding of LLM usage patterns such as RAG, embeddings, and inference APIs • Familiarity with authentication mechanisms (OAuth2, API keys, token-based access) • Ability to troubleshoot using logs, traces, and monitoring dashboards • Experience with monitoring tools such as Azure Monitor, Dynatrace, or Grafana • Basic understanding of cloud environments such as Microsoft Azure • Understanding of API governance, rate limiting, and quotas Experience • 3–8 years of experience in AI platform support, API support, SaaS support, or application operations • Experience supporting AI/ML services or developer platforms preferred • Experience working with enterprise integrations and vendors is a plus • Arabic language skills are an advantage Powered by JazzHR