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Dynamo AI

Lead Support Engineer

Dynamo AI India

Software Development · 51-200 employees

5 h ago
support-engineer Senior (5-10 yrs) Full-time India
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About the role

The Lead Support Engineer will serve as the primary point of contact for technical triage, diagnosing complex issues across infrastructure, APIs, and ML models. They are responsible for coordinating with engineering teams, maintaining incident documentation, and developing tools to ensure support service level objectives are met.

What they look for

Technical Support Troubleshooting Incident Management API Integration Backend Systems Networking Infrastructure Machine Learning Log Analysis Service Health Monitoring Deployment Management Client Communication Technical Triage Root Cause Analysis Dashboard Development

Requirements

Candidates must have 5-9 years of experience in technical or production support with strong troubleshooting capabilities across diverse systems. The role requires excellent client-facing communication skills and the ability to drive high-priority issues to resolution within a production environment.

Full description

About the Role

We are looking for a Lead Support Engineer based in India, fully dedicated to our B2B Customer deployment. This role owns the Level 1 technical triage function — rapidly diagnosing customer issues and escalating to Forward Deployed Engineers (FDEs), SRE or Engineering teams when required — while also setting the bar for how the wider support function operates on this account.

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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