AI Support Engineer
On-site · São Paulo, São Paulo, Brazil
Job Summary
Provide L1/L2 production support for Agentic AI products across multiple ADSC offerings, handling multi-agent workflows in live production environments. Monitor, triage, and resolve incidents related to agent orchestration, tool execution, data access, and model behavior; perform RCA across AI/system layers; collaborate with AI engineers to improve prompts, guardrails, and workflows. Act as a human-in-the-loop escalation point, ensure outputs are explainable, and guide users when guardrails trigger. Maintain a living knowledge base with FAQs, failure modes, and safe-usage patterns; track operational KPIs (agent success/failure rates, latency, throughput) and drive continuous improvements. Collaborate with product managers, engineering, and data platforms to embed feedback into the SDLC and ensure reliable, compliant AI health in production.
Required Qualifications
- Bachelor’s degree in Computer Science, Engineering, Information Technology, or related field
- 4-7 years of experience supporting complex production systems
- Strong proficiency in Python
- Strong proficiency in SQL
- Familiarity with AI/ML concepts, logs, telemetry, and observability
- Exposure to agentic AI concepts (agents, tools, orchestration) and related libraries such as LangChain, LangGraph, LangSmith
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