Technical Support Engineer (DTP AInG/ Azure AI)

Role Description The ideal candidate should be customer-focused, technically strong, detail-oriented, and capable of managing support issues from initial analysis through final resolution. The candidate should demonstrate ownership, clear communication, and the ability to work collaboratively with internal and external stakeholders.

Job Description We are looking for a highly skilled Technical Support Software Engineer with strong expertise in Azure AI, Cognitive Services, Machine Learning, and IoT. This role is focused on supporting production environments, troubleshooting customer and platform issues, ensuring service reliability, and enabling timely resolution of incidents related to AI-driven, cloud-based, and IoT solutions. The ideal candidate should combine strong technical depth with excellent problem-solving, communication, and customer-handling skills.

Responsibilities

• Provide technical support for Azure AI, Cognitive Services, Machine Learning, and IoT-based solutions in production environments.
• Investigate, troubleshoot, and resolve incidents related to AI services, model deployment, APIs, data pipelines, IoT devices, and cloud integrations.
• Analyze logs, telemetry, monitoring s, and service health data to identify root causes and recommend corrective actions.
• Work closely with engineering, product, operations, and customer teams to drive issue resolution within agreed SLAs.
• Support deployment, configuration, and maintenance of AI/ML and IoT workloads on Azure.
• Assist with performance tuning, cost optimization, reliability improvements, and operational readiness of supported platforms.
• Document troubleshooting steps, known issues, workarounds, root cause analysis, and knowledge base articles.
• Participate in incident management, escalation handling, problem management, and continuous improvement initiatives.
• Stay current with Azure AI, ML, Cognitive Services, and IoT platform changes to support evolving customer and business needs.

Required Skills And Qualifications

• Bachelor’s or Master’s degree in Computer Science, Engineering, Information Technology, or a related field.
• Hands-on experience supporting solutions built on Azure AI, Azure Cognitive Services, Azure Machine Learning, and related cloud services.
• Strong understanding of incident management, production support, troubleshooting methodologies, and root cause analysis.
• Experience with Azure IoT Hub, IoT Edge, device connectivity, data ingestion, and real-time data processing.
• Good knowledge of REST APIs, microservices, authentication, networking basics, and cloud-native application support.
• Experience reviewing application logs, monitoring dashboards, telemetry, s, and diagnostic data.
• Working knowledge of DevOps practices, CI/CD pipelines, containerization, Docker, Kubernetes, or equivalent platforms.
• Strong awareness of cloud security, access control, data privacy, compliance, and governance practices.
• Excellent analytical, communication, stakeholder-management, and customer-facing support skills.

Preferred Qualifications

• Microsoft Azure certifications in AI, Data, IoT, or cloud administration.
• Experience supporting Natural Language Processing, Computer Vision, speech, search, or generative AI workloads.
• Familiarity with Azure Monitor, Application Insights, Log Analytics, Service Health, or similar monitoring tools.
• Experience with big data, analytics, event streaming, or messaging services used in AI/IoT platforms.
• Prior experience in L2/L3 technical support, customer escalation management, or managed services delivery.

Key Competencies

• Strong ownership and accountability in resolving production issues.
• Ability to work under pressure in a fast-paced support environment.
• Clear communication with technical and non-technical stakeholders.
• Structured approach to documentation, escalation, and continuous improvement.