Lead technical support for B2B customer deployments, diagnosing issues across ML models, applications, APIs, infrastructure, networking, and deployment environments. Investigate incidents, review logs and configurations, coordinate escalations with FDE, SRE, and Engineering teams, monitor deployment health, document root causes, communicate with customer stakeholders, and develop tools and dashboards to meet support SLOs.
About Dynamo AI
At Dynamo AI, we empower large-scale enterprises to navigate AI risks and operationalize agentic and generative technologies. Our comprehensive platform—comprising DynamoEval, DynamoGuard, and AgentWarden—provides auditable safety guardrails, automated red-teaming, hallucination identification, and continuous monitoring. This enables security-conscious and regulated firms to deploy AI with certainty while adhering to global standards.
About the Role
We are looking for a Lead Support Engineer based in India to oversee B2B customer deployments. This role demands constant vigilance, rapid triage, and hands-on diagnostic troubleshooting across UI, APIs, infrastructure, and ML models—resolving incidents directly via run books and escalating to FDE, SRE, or Engineering only for platform-level code or infrastructure fixes.
Key Responsibilities
- Serve as the first line of technical support and triage for B2B Customer, with a high level of ownership and responsiveness.
- Quickly investigate incoming issues and determine the likely source — ML/model behavior, service outages, backend/API integration, network/connectivity, infrastructure/environment configuration, or deployment/dependency problems.
- Perform sufficient technical diagnosis before escalating, ensuring FDEs and engineering teams receive clear context, logs, reproduction steps, and an initial assessment.
- Engage and coordinate with FDEs when an issue requires deeper investigation or remediation, and monitor deployment health to proactively flag potential issues.
- Maintain clear documentation of incidents, root causes, resolutions, and recurring problems; provide timely, professional communication to B2B Customer stakeholders throughout.
- Develop and build tools & dashboards required for staying on top of Support SLO.
- Develop a deep understanding of B2B Customer's Dynamo deployment, infrastructure, integrations, and operating environment.
What We're Looking For
- 5–9 years of experience in technical/production support, with strong troubleshooting across applications, APIs, backend systems, networking, infrastructure, and ML systems.
- Ability to distinguish ML/model failures from traditional software/infrastructure failures, and to isolate problems via logs, APIs, service health, and configuration review.
- Strong understanding of production environments and incident management.
- Clear and complete client-facing communication for high-priority incidents.
- High sense of urgency, ownership, and accountability; comfortable driving 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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