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Dynamo AI is seeking a Support Engineer based in India to serve as the primary technical support and triage function for a major B2B customer deployment. The role focuses on Level 1 technical diagnosis and escalation, with deep ownership of customer issue resolution and support operations excellence.
Key responsibilities include: rapidly investigating incoming technical issues to identify root causes (ML/model behavior, service outages, API integration, infrastructure, networking, or deployment problems); performing thorough technical diagnosis before escalating to Forward Deployed Engineers, SRE, or engineering teams; coordinating with specialized teams on complex issues; monitoring deployment health proactively; maintaining detailed incident documentation and communication with customer stakeholders; developing tools and dashboards to track support SLOs; and building comprehensive understanding of the customer's Dynamo deployment, infrastructure, and operating environment.
The ideal candidate brings 5–9 years of technical/production support experience with strong troubleshooting skills across applications, APIs, backend systems, networking, infrastructure, and ML systems. You should be able to distinguish ML/model failures from traditional software/infrastructure failures, isolate problems via logs, APIs, service health checks, and configuration review, and communicate complex technical issues clearly to both technical and non-technical stakeholders. Experience with Python, SQL, cloud platforms (AWS/GCP/Azure), containerization (Docker/Kubernetes), observability tools, and incident management is valued. The role demands high ownership, responsiveness, and the ability to set standards for support operations on the account.
