Support Engineer – AI Platforms & Services

About the role

We are hiring a L2 Technical Support Engineer to join a large‑scale technology environment in Abu Dhabi. The role provides Level‑2 support for AI platforms, developer tools, APIs, cloud infrastructure and enterprise integrations, combining hands‑on troubleshooting with incident management and coordination across engineering, security and external partners.

Key responsibilities

• Provide L2 support for AI platforms, APIs, automation tools and cloud services (Azure, AWS, GCP).
• Troubleshoot issues related to LLMs, embeddings, OCR, RAG pipelines and AI model APIs.
• Investigate incidents using logs, metrics, monitoring tools (Dynatrace, Grafana) and system diagnostics.
• Support REST API authentication, API keys, access permissions and quota management.
• Maintain integrations with Microsoft 365, SharePoint, Outlook, Teams, ERP and other back‑office systems.
• Manage incidents and service requests through ServiceNow, prioritising according to severity and SLAs.
• Escalate complex problems to engineering, infrastructure or security teams with clear reproduction steps.
• Maintain runbooks, troubleshooting documentation and known‑issue repositories.

Required profile

• 3–7 years of experience in technical support, platform operations or cloud support.
• Strong analytical and structured troubleshooting abilities.
• Excellent communication skills with both technical and non‑technical stakeholders.
• Proven ability to work in SLA‑driven environments and coordinate with internal teams and external vendors.

Required skills

• Azure (preferred), AWS, GCP
• ServiceNow or similar ITSM ticketing
• Dynatrace, Grafana or comparable observability platforms
• REST APIs, authentication, API keys, error handling
• LLMs, embeddings, OCR, Retrieval‑Augmented Generation (RAG) pipelines
• Microsoft 365 suite, SharePoint, Outlook, Teams
• ERP integration experience
• Log analysis, metrics, dashboards, monitoring tools