AI Support Engineer

Role Overview

Join Agilyti as an AI Operations Engineer to develop an intelligent layer empowering our support teams to anticipate and prevent issues rather than merely responding to them.

Key Responsibilities

• Work within a large, global corporate environment combining support and engineering functions.
• Design, build, and maintain AI agents capable of triaging, diagnosing, and autonomously resolving support tickets within defined safety parameters.
• Develop predictive machine learning models using observability data such as metrics, logs, and traces to detect potential problems before they escalate to incidents.
• Configure and optimize AI-driven features for ticketing systems, including clustering, similarity detection, and generative content drafting to enhance proactive problem management.
• Create correlation and dependency mapping tools to interpret failures within the broader context of business transactions rather than isolated components.
• Collaborate with Support and Research & Development engineers to convert repetitive incident patterns into automated detection and remediation workflows.
• Manage data pipelines supplying analytics and AI models with information from ticketing, observability, and DevOps platforms.

Required Qualifications

• Bachelor's degree in Computer Science, Data Science, or a related field.
• Hands-on experience in building or operating AI/ML systems in production environments.
• Proficient programming skills in Python.
• Experience with SQL scripting and building data pipelines.
• Familiarity with observability tools focusing on metrics, logs, and traces.
• Strong verbal and written English communication skills.
• Relevant professional experience in comparable roles.

Preferred Skills

• Experience with Azure AI Foundry or equivalent large language model and agent orchestration platforms.
• Practical knowledge of Azure cloud services, Azure DevOps, Kubernetes on Azure, and Docker containerization.
• Familiarity with monitoring tools like Grafana.
• Experience with ServiceNow Predictive Intelligence or similar IT Service Management AI solutions.
• Knowledge of Azure OpenAI services.
• Understanding of AIOps best practices such as event correlation and automated root cause analysis.

Personal Attributes

• Collaborative team player mindset.
• Solution-driven and positive "can do" approach.
• Genuine curiosity about operational mechanisms and how systems function.
• Self-motivated learner willing to engage in experimentation and iterative learning.
• Commitment to AI quality emphasizing explainability and appropriate constraints rather than rapid release.