Key Responsibilities
Technical Support Provide expert level support for GenAI products and services including troubleshooting debugging and resolving technical issues
End User Interaction Work directly with end users to understand their needs gather requirements and provide solutions for GenAI related challenges
Problem Resolution Identify diagnose and resolve complex technical problems involving AI models algorithms prompts and software
Collaboration Collaborate with engineering and product teams to improve product features functionality and reliability based on customer feedback
Documentation Create and maintain detailed documentation of support processes issues and resolutions for internal and external stakeholders
Training and Guidance Assist in training customers and internal teams on best practices for using and maintaining GenAI products
Monitoring and Reporting Monitor system performance perform regular health checks and generate reports on system status incidents and resolutions
Continuous Improvement Stay up to date with the latest advancements in AI ML GenAI technologies and contribute to the continuous improvement of support processes and tools
Qualifications
Education Bachelors degree in Computer Science Engineering AI ML or a related field
Experience
Proven experience in a technical support or engineering role preferably in AI ML GenAI environments
Experience with GenAI models eg GPT Claude PaLM2 Llama2 and frameworks egRAG Agents COT
Hands on experience with any of cloud platforms Azure AWS GCP and DevOps tools any CI CD platform
Skills
Strong problem solving and analytical skills
Proficiency in programming languages such as Python Java or C
Familiarity with RESTful APIs microservices architecture and database management
Excellent communication and interpersonal skills
Ability to work independently and in a team oriented collaborative environment
Customer focused mindset with a passion for delivering high quality support
Preferred Qualifications
Experience with natural language processing NLP and machine learning ML models
Experience with large language models LLMs such as GPT35 Turbo GPT40 and GPT4O
Familiarity with containerization technologies like OpenShift Docker and Kubernetes
Experience with application monitoring solutions like Dynatrace and Splunk
Experience with vector databases preferably Redis or equivalent like Chroma Elastic
Experience with Intelligent Document Processing solutions like Azure Form Recognizer
We are seeking a highly skilled and motivated GenAI Support Engineer to join our team As a GenAI Support Engineer you will be responsible for providing technical support troubleshooting and solutions for our AI driven products and services You will work closely with customers engineering teams and product managers to ensure the smooth operation and optimization of GenAI models systems and applications
Key Responsibilities
Technical Support Provide expert level support for GenAI products and services including troubleshooting debugging and resolving technical issues
End User Interaction Work directly with end users to understand their needs gather requirements and provide solutions for GenAI related challenges
Problem Resolution Identify diagnose and resolve complex technical problems involving AI models algorithms prompts and software
Collaboration Collaborate with engineering and product teams to improve product features functionality and reliability based on customer feedback
Documentation Create and maintain detailed documentation of support processes issues and resolutions for internal and external stakeholders
Training and Guidance Assist in training customers and internal teams on best practices for using and maintaining GenAI products
Monitoring and Reporting Monitor system performance perform regular health checks and generate reports on system status incidents and resolutions
Continuous Improvement Stay up to date with the latest advancements in AI ML GenAI technologies and contribute to the continuous improvement of support processes and tools
Qualifications
Education Bachelors degree in Computer Science Engineering AI ML or a related field
Experience
Proven experience in a technical support or engineering role preferably in AI ML GenAI environments
Experience with GenAI models eg GPT Claude PaLM2 Llama2 and frameworks egRAG Agents COT
Hands on experience with any of cloud platforms Azure AWS GCP and DevOps tools any CI CD platform
Skills
Strong problem solving and analytical skills
Proficiency in programming languages such as Python Java or C
Familiarity with RESTful APIs microservices architecture and database management
Excellent communication and interpersonal skills
Ability to work independently and in a team oriented collaborative environment
Customer focused mindset with a passion for delivering high quality support
Preferred Qualifications
Experience with natural language processing NLP and machine learning ML models
Experience with large language models LLMs such as GPT35 Turbo GPT40 and GPT4O
Familiarity with containerization technologies like OpenShift Docker and Kubernetes
Experience with application monitoring solutions like Dynatrace and Splunk
Experience with vector databases preferably Redis or equivalent like Chroma Elastic
Experience with Intelligent Document Processing solutions like Azure Form Recognizer
Key job details
About Virtusa
Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 36,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.
Virtusa is an Equal Opportunity Employer. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview. All candidates must be authorized to work in the USA.
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