Software Support Engineer I (P2) Production AI (Developer Support)

As a Software Engineer I on the Production AI team, you'll play a critical role in supporting developers using our AI platforms and APIs. This is a hands-on, service-oriented engineering role focused on operating and improving internal AI systems, responding to developer needs, and driving efficiency through automation and documentation. You'll work at the intersection of engineering, support, and AI enablement helping Rioters successfully adopt cutting-edge AI tools in their workflows. This role is ideal for an engineer who enjoys solving real user problems, thrives in fast-moving environments, and is excited to build foundational expertise in generative and agentic AI systems. Must Have: APIs & REST services, Python or Typescript, Debugging & troubleshooting, Cloud platforms (AWS/Google Cloud Platform), Logging & monitoring, Git/version control, Basic DevOps practices, Automation/scripting, Technical documentation Nice to Have: LLMs (ChatGPT, Claude, Gemini), Prompt engineering, Agentic AI workflows, Workflow automation tools, Developer support tooling, Observability tools (Datadog, Grafana), Containers (Docker), CI/CD pipelines Responsibilities Provide frontline developer support for Production AI tools and APIs by monitoring Slack channels, triaging requests, and resolving issues in a timely manner Operate and maintain internal AI services, ensuring reliability, uptime, and a high-quality developer experience Troubleshoot issues across APIs, integrations, and AI tooling, performing root cause analysis and driving resolution Create and maintain clear, concise documentation, including usage guides, FAQs, and operational runbooks Identify repetitive support patterns and build automations, tooling, or workflows to reduce manual effort and improve scalability Partner with engineers and product teams to escalate issues, improve platform usability, and inform roadmap priorities Contribute small features, fixes, and improvements to internal tools and services Participate in on-call or operational support rotations as needed

2+ years of professional software engineering experience or equivalent practical experience Strong foundational programming skills in at least one language (e.g., Python, Typescript, Java) Experience working with APIs, debugging services, and supporting production systems Familiarity with cloud environments, service monitoring, and basic DevOps practices Strong problem-solving skills with the ability to debug ambiguous issues across systems Clear communication skills and a customer-focused mindset when working with internal users Ability to operate independently on well-scoped tasks while seeking guidance when needed, Familiarity with generative AI tools (e.g., ChatGPT, Claude, Gemini) and their practical applications Exposure to agentic AI systems, prompt engineering, or LLM-based workflows Experience supporting internal developer platforms or tooling ecosystems Experience writing technical documentation for developer audiences Scripting or automation experience (e.g., Python scripts, workflow automation, bots) Familiarity with observability tools (logging, metrics, alerting) What You'll Learn / Grow Into Operating and scaling AI-powered platforms used across a large organization Applying LLMs and agentic systems to real-world developer workflows Building automation and tooling to improve developer experience at scale Collaborating across disciplines to deliver practical AI solutions

AgreeYa is a global systems integrator delivering a competitive advantage for its customers through software, solutions, and services. Established in 1999, AgreeYa is headquartered in Folsom, California, with a global footprint and a team of more than 1,800+ professionals across offices. AgreeYa works with 550+ organizations ranging from Fortune 100 firms to small and large businesses across industries such as Telecom, Banking, Financial Services & Insurance, Healthcare, Utility & Energy, Technology, Public Sector, Pharma & Biotech, Retail, Client, and others.