AI Technical Support Engineer

We are seeking a highly motivated AI Technical Support Engineer to support and maintain production AI/ML systems. This role is critical in ensuring the reliability, performance, and usability of AI-driven solutions by troubleshooting issues, supporting customers, and collaborating with engineering teams.

You will work at the intersection of AI/ML, cloud infrastructure, and customer support, helping diagnose and resolve complex technical issues in real-world deployments

Responsibilities

Technical Support & Troubleshooting

• Investigate and resolve issues in AI/ML systems, including:
• Model inference errors
• Data pipeline failures
• API and integration issues
• Perform root cause analysis (RCA) and document findings
• Handle escalations and manage incidents within SLA targets

AI/ML System Monitoring & Operations

• Monitor production systems for:
• Latency, accuracy, and error rates
• Diagnose model-related issues such as drift, degradation, or bias
• Support deployment and operation of AI models in cloud environments

Customer & Stakeholder Support

• Provide technical guidance to customers and internal teams
• Assist developers with integrating AI APIs and services
• Communicate complex technical issues in a clear, actionable manner

Deployment & MLOps Support

• Support CI/CD pipelines for ML workflows
• Assist with containerized deployments (Docker/Kubernetes)
• Work with cloud platforms (AWS, Azure, GCP)

Documentation & Knowledge Management

• Develop and maintain:
• Troubleshooting runbooks
• Knowledge base articles
• FAQs and best practices
• Contribute to continuous improvement of support processes

Cross-Functional Collaboration

• Partner with:
• Machine Learning Engineers
• DevOps and Cloud teams
• Product and Engineering teams
• Escalate product issues and influence long-term fixes

• Strong programming skills in Python
• Understanding of machine learning fundamentals:
• Model evaluation (precision/recall, accuracy)
• Training vs. inference workflows
• Experience with:
• APIs (REST/HTTP)
• SQL and data analysis tools (Pandas, NumPy)
• Familiarity with:
• Cloud platforms (AWS, Azure, or GCP)
• Containers (Docker, Kubernetes)
• Monitoring tools (Grafana, Prometheus, Datadog)

Troubleshooting & Debugging

• Strong problem-solving skills with ability to:
• Analyze logs and system metrics
• Reproduce issues
• Identify root causes quickly

Soft Skills

• Excellent communication skills (technical + non-technical audiences)
• Customer-focused mindset with strong ownership
• Ability to manage multiple priorities in a fast-paced environment

Job requirements

• Bachelor’s degree in Computer Science, Data Science, AI, or related field.

• 2+ years of experience in technical support, software engineering, or ML systems., * Experience supporting production AI/ML systems
• Familiarity with MLOps tools (MLflow, Kubeflow, SageMaker)
• Experience with distributed systems troubleshooting
• Exposure to LLMs / Generative AI systems

Key Performance Indicators (KPIs)

• Mean Time to Resolution (MTTR)
• SLA compliance
• Issue recurrence rate
• System uptime and reliability
• Customer satisfaction (CSAT)

Nice-to-Have

• Knowledge of prompt engineering and LLM debugging
• Experience with vector databases or AI frameworks (LangChain, etc.)
• Background in AI safety, validation, or model monitoring

At Cadence, we hire and develop leaders and innovators who want to make an impact on the world of technology.

Cadence is a pivotal leader in electronic design, building upon more than 30 years of computational software expertise. The company applies its underlying Intelligent System Design strategy to deliver software, hardware and IP that turn design concepts into reality. Cadence customers are the world’s most innovative companies, delivering extraordinary electronic products from chips to boards to systems for the most dynamic market applications including consumer, hyperscale computing, 5G communications, automotive, aerospace industrial and health. At Cadence, we hire and develop leaders and innovators who want to make an impact on the world of technology.