Role: Application Production Support Engineer

Location: Charlotte, NC (Hybrid role – 3 days/week)

Exp : 8+ Years

Job Description

Experienced Application Production Support Engineer with 1-2 years of experience supporting AI/LLM-driven applications in production environments. The ideal candidate should have hands-on experience in production support, incident management, monitoring, troubleshooting, and operational support for applications leveraging Generative AI and Large Language Models (LLMs).

Key Responsibilities:

· Provide L2/L3 production support for applications utilizing Large Language Models (LLMs) and Generative AI technologies.

· Monitor application health, performance, and availability using observability tools such as Splunk and Dynatrace.

· Troubleshoot production issues related to AI applications, APIs, backend services, infrastructure, and databases.

· Investigate and resolve incidents within SLA timelines, perform root cause analysis (RCA), and implement preventive measures.

· Support and maintain Redis and MongoDB databases, ensuring optimal performance and availability.

· Monitor LLM consumption metrics including Token Usage, Tokens Per Minute (TPM), Requests Per Minute (RPM), throttling limits, and rate limits.

· Collaborate with development, infrastructure, cloud, and AI engineering teams to resolve complex production issues.

· Support containerized workloads deployed on Kubernetes and/or OpenShift platforms.

· Utilize LLM observability and evaluation platforms such as LangSmith, Galileo, or similar tools to analyze model behavior and performance.

· Participate in production deployments, release activities, and change management processes.

· Maintain operational runbooks, troubleshooting guides, and knowledge-base documentation.