AI Engineer / Senior Platform Support Officer

Who We Are Looking For

This is an L3 Support Engineer / Senior Platform Support Specialist position within the Generative AI Team. Our primary objective is to ensure the reliability, performance, and operational excellence of enterprise-grade Generative AI platforms spanning Azure and AWS ecosystems — specifically Azure OpenAI, Azure AI Foundry, Databricks, and AWS Bedrock. As a member of the Global AI Team, the incumbent will serve as the highest tier of technical support and escalation, partnering with development teams, infrastructure teams, cloud engineering, and business stakeholders across regions to diagnose complex issues, drive root cause analysis, optimize platform performance, and ensure seamless availability of Gen AI services that power critical business functions.

What You Will Be Responsible For

As an L3 Support Engineer, you will serve as the senior-most technical escalation point for all Gen AI platform issues, combining deep platform expertise with strong troubleshooting, communication, and cross-functional collaboration skills.

• Serve as the final escalation tier (L3) for complex production incidents related to Azure OpenAI, Azure AI Foundry, Databricks, and AWS Bedrock, driving resolution with urgency and precision.
• Perform advanced root cause analysis (RCA) on platform outages, performance degradation, model inference failures, token/rate-limiting issues, API errors, and integration breakdowns across multi-cloud Gen AI environments.
• Monitor, maintain, and optimize the health, performance, and cost-efficiency of Gen AI workloads across Azure and AWS, including model deployments, endpoints, fine-tuning pipelines, and orchestration workflows.
• Troubleshoot end-to-end architecture spanning API gateways, networking (VNets, VPCs, Private Endpoints, PrivateLink), IAM/RBAC policies, model serving infrastructure, vector databases, and data pipelines integrated with Gen AI services.
• Collaborate closely with L1/L2 support teams to develop runbooks, knowledge base articles, escalation procedures, and standard operating procedures (SOPs) to reduce mean time to resolution (MTTR) and enable shift-left support.
• Partner with Development, MLOps, and Infrastructure teams to identify recurring issues, recommend platform improvements, and contribute to the reliability and resilience of Gen AI solutions through proactive measures.
• Support deployment and release activities for Gen AI models and applications, including validation of model endpoints, API versioning, configuration changes, and rollback procedures in production environments.
• Manage and respond to incidents following ITIL-aligned incident and problem management processes, including SLA adherence, stakeholder communication, and post-incident reviews.
• Drive automation of support workflows by developing scripts, monitoring dashboards, alerting mechanisms, and self-healing capabilities to improve operational efficiency.
• Stay current with platform updates, deprecations, and new feature releases from Azure OpenAI, Azure AI Foundry, Databricks, and AWS Bedrock, assessing impact on existing deployments and advising teams accordingly.
• Work with Enterprise Architecture and Security teams to ensure Gen AI platform configurations conform to organizational standards, compliance requirements, and data governance policies.
• Provide technical guidance and mentorship to L1/L2 support engineers, fostering skill development and knowledge transfer across the support organization.
• Participate in on-call rotations and provide after-hours support for critical production issues as required.

These skills will help you succeed in this role:

• Deep hands-on expertise with Azure AI services, including Azure OpenAI Service (GPT model deployments, fine-tuning, content filtering, quota management), Azure AI Foundry (prompt flow, model catalog, evaluation tools), and Azure Cognitive Services.
• Deep hands-on expertise with AWS AI/ML services, including AWS Bedrock (foundation model access, custom model import, agents, knowledge bases, guardrails), and associated AWS services (Lambda, S3, IAM, CloudWatch, SageMaker).
• Strong working k