Software Support Engineer (Permanent WFH and Night Shift)

SUMMARY

We are seeking an AI Platform Support Engineer to provide technical support, troubleshoot platform issues, and help maintain the reliability of AI-powered applications and software platforms. The ideal candidate has hands-on experience troubleshooting APIs, interpreting HTTP status codes and application logs, using Git for version control, and writing basic scripts in PowerShell or Python to automate tasks and resolve technical issues.

This role is suited for a technically proficient professional who can independently investigate issues, perform hands-on troubleshooting, and support AI or software platforms in a production or operational environment. Candidates must demonstrate practical technical skills without relying on AI tools to perform fundamental troubleshooting, scripting, or coding tasks.

JOB RESPONSIBILITIES

• Platform Support and Troubleshooting: Provide day-to-day technical support for AI-powered applications, software platforms, and related integrations.
• API Troubleshooting: Investigate API issues by interpreting HTTP status codes, reviewing application logs, analyzing error messages, and identifying potential root causes.
• Scripting and Automation: Read, write, and troubleshoot basic scripts using PowerShell or Python to automate routine tasks and support technical investigations.
• Git and Version Control: Use Git for everyday development and support workflows, including managing branches, committing changes, reviewing pull requests, and collaborating with technical teams.
• Incident Investigation: Diagnose technical issues, document findings, identify recurring problems, and escalate complex issues with relevant logs and troubleshooting evidence.
• Technical Documentation: Maintain clear documentation of troubleshooting procedures, known issues, resolutions, and platform support processes.
• Cross-Functional Collaboration: Work with engineering, development, and operations teams to investigate platform issues, support integrations, and improve service reliability.
• Continuous Improvement: Identify opportunities to improve support workflows, troubleshooting procedures, and basic operational automation.

QUALIFICATIONS

• Hands-on experience providing day-to-day technical support for an AI platform, software application, or technology platform.

• Practical experience troubleshooting APIs, including interpreting HTTP status codes, reviewing logs, and diagnosing common integration issues.

• Working knowledge of Git, including branches, commits, and pull requests.

• Ability to independently read, write, and troubleshoot basic scripts in PowerShell or Python.

• Strong analytical and problem-solving skills, with the ability to investigate technical issues systematically.

• Ability to document technical findings clearly and communicate effectively with technical and nontechnical stakeholders.

• Demonstrated ability to perform foundational troubleshooting and scripting tasks independently, without depending on AI tools to generate or execute the solution.

• Preferred Qualifications

  • Experience supporting AI applications, AI platforms, LLM-based applications, or software integrations.
  • Familiarity with REST APIs, JSON, authentication, and common integration errors.
  • Exposure to cloud-based platforms, application monitoring, and log analysis.
  • Familiarity with incident management, ticketing systems, and technical support workflows.
  • Basic understanding of software development and deployment processes.

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.