Lead Support Engineer / Support Manager - AI Platform

Job Description

Lead Support Engineer / Support Manager – AI Platform
Experience: 8-12 Years
Shift: US Eastern overlap; leads on-call
Location: Hyderabad 

Role:

Build and lead the Hyderabad AXIOM support team, act as the final technical escalation point in India, and partner with Engineering, Product and our Forward Deployed Engineers. The role is about half hands-on and half leadership.

What you will do:

• Hire, onboard, manage and train a team of four engineers, and run the shift and on-call rotation.
• Own Severity 1 and 2 incidents end to end, including customer communication and root cause summaries.
• Lead security-related incidents with the security team.
• Set up runbooks, the knowledge base, support tooling and lab environments, and report support KPIs.
• Serve as senior contact for key accounts and feed recurring issues back to Product and Engineering.

What you will bring

• 8–12 years in enterprise software support, SRE or platform engineering, including 2+ years leading engineers.
• Strong hands-on Kubernetes (Helm) and experience with AWS, Azure or GCP.
• Working knowledge of LLM APIs, RAG, vector stores and agent frameworks, plus MongoDB, Redis, PostgreSQL/pgvector and Node.js logs.
• Experience with SSO/identity (Okta, Entra ID), observability tools and enterprise incident management.
• Nice to have: regulated-industry support (BFSI, healthcare), MCP integrations, CKA/CKS or ITIL.

Qualifications

8–12 years in enterprise software support, SRE or platform engineering, including 2+ years leading engineers.

Additional Information

All your information will be kept confidential according to EEO guidelines.