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 elevate 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 engineeringStrong API troubleshooting and incident management skillsAPM/distributed tracing experience (Dynatrace preferred)Python or Node.js literacyBasic LLM/AI platform knowledge (models, tokens, embeddings, guardrails)Strong communication and customer-facing skillsTechnical Documentation writing, SOPs, and other procedures as follow ups to incidents.
Nice to haves:
LiteLLM, Temporal, GraphQL, Kafka, AWS Bedrock/EKSAI agent or chatbot platform experienceHarness CI/CD or enterprise SSO familiarityFluent in using Cursor + MCP tools to diagnose issues and write documents
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📌 Lead Support Engineer (Bogotá)
🏢 mroads
📍 Bogotá