Job Summary:
We need Lead support engineers to be the first line of support for our AI platform. They will triage ServiceNow tickets, help product teams use our APIs, debug production issues, and escape to engineering when needed.
This is not a traditional help desk role. Issues often span LLM gateways, workflow engines, Kubernetes services, and enterprise data systems. The right person is technical, curious, and good with customers.
Must Haves:
- 10 years in app support, SRE, or platform engineering
- Strong API troubleshooting and incident management skills
- Kubernetes/container log experience
- APM/distributed tracing experience (Dynatrace preferred)
- Python or Node.js literacy
- Basic LLM/AI platform knowledge (models, tokens, embeddings, guardrails)
- Strong communication and customer-facing skills
- Technical Documentation writing, SOPs, and other procedures as follow ups to incidents.

Nice to haves:
- LiteLLM, Temporal, GraphQL, Kafka, AWS Bedrock/EKS
- AI agent or chatbot platform experience
- Harness CI/CD or enterprise SSO familiarity
- Fluent in using Cursor + MCP tools to diagnose issues and write documents

📌 Lead Support Engineer (Bogotá, D.C.)
🏢 mroads
📍 Bogotá, D.C.