# Lead Support Engineer

**Company:** [Dynamo AI](https://hotfix.jobs/companies/dynamo-ai)
**Location:** Remote
**Role:** Support Engineering
**Experience:** 5+ years
**Skills:** Technical Support, Production Support, Troubleshooting, APIs, Backend Systems, Networking, Infrastructure, Machine Learning, Incident Management, Log Analysis, Service Health, Configuration Management, Support Slos
**Posted:** 2026-09-04

> Leads Level 1 technical triage for a B2B AI deployment in India, diagnosing issues across ML systems, applications, APIs, infrastructure, and networking before coordinating escalations. The role requires 5–9 years of technical or production support experience and strong incident communication and ownership.

## Job Description

## Responsibilities
- Serve as the first line of technical support and triage for the B2B customer, with strong ownership and responsiveness.
- Investigate incoming issues and identify likely causes across ML/model behavior, service outages, backend and API integrations, networking and connectivity, infrastructure and environment configuration, and deployment or dependency problems.
- Perform technical diagnosis before escalation, providing FDE and engineering teams with context, logs, reproduction steps, and an initial assessment.
- Coordinate with Forward Deployed Engineers on deeper investigation and remediation, and monitor deployment health proactively.
- Document incidents, root causes, resolutions, and recurring problems.
- Provide timely, professional communication to customer stakeholders during high-priority incidents.
- Build tools and dashboards to track Support SLOs.
- Develop deep knowledge of the customer's Dynamo deployment, infrastructure, integrations, and operating environment.

## Requirements
- 5–9 years of experience in technical or production support.
- Strong troubleshooting across applications, APIs, backend systems, networking, infrastructure, and ML systems.
- Ability to distinguish ML/model failures from traditional software and infrastructure failures.
- Experience isolating problems through logs, APIs, service health, and configuration review.
- Strong understanding of production environments and incident management.
- Clear, complete client-facing communication for high-priority incidents.
- High urgency, ownership, and accountability, with the ability to drive issues to resolution across FDE, Engineering, Product, and ML teams.
- Willingness to become deeply embedded in and fully focused on the B2B customer account.

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