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 (P0P3) 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
38 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
Required Experience:
Senior IC
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