Senior Application Support Engineer – AI Products & Agents
Eli Lilly and Company1 day ago
Hyderābād, IndiaMid Level / Senior
Responsibilities
- Provide advanced technical support and act as the escalation point for L2 support and customer queries.
- Troubleshoot, diagnose, reproduce, and resolve application, integration, performance, security, and AI platform incidents.
- Monitor application health, logs, alerts, reliability metrics, latency, throughput, failure rates, token consumption, and operational health.
- Collaborate with frontend, backend, full-stack, Product, QA, Engineering, Platform, and Operations teams on root-cause analysis and fixes.
- Support deployments, post-release validation, rollback procedures, CI/CD automation, production monitoring, and performance tuning.
- Maintain knowledge base articles, FAQs, runbooks, incident documentation, and stakeholder communications.
- Participate in incident, problem, change, release, disaster recovery, capacity management, and operational readiness activities.
- Support cloud-native distributed systems across AWS, Azure, and GCP.
- Troubleshoot LLM integrations, AI agents, MCP servers and clients, vector databases, retrieval services, AI APIs, and orchestration workflows.
- Implement automation, self-healing, and remediation workflows to improve incident response, reliability, and operational efficiency.
- Ensure adherence to internal standards, security practices, and regulations such as GDPR and HIPAA.
Requirements
- 4–6 years of experience in application support, technical troubleshooting, DevOps, Site Reliability Engineering, or software engineering.
- Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
- Experience debugging frontend and backend web applications and supporting production systems in cloud environments.
- Experience with React, Material-UI, Node.js, and Express.js.
- Knowledge of CI/CD, deployment automation, infrastructure as code, containerization, orchestration, observability, alerting, logging, high availability, disaster recovery, and resilience engineering.
- Scripting experience with Bash, Python, JavaScript, or PowerShell.
- Experience with RESTful APIs, PostgreSQL, Redis, and cloud platforms including AWS, Azure, and GCP.
- Working knowledge of Generative AI, LLM ecosystems, RAG, AI agents, prompt engineering, vector databases, semantic search, MCP, tool calling, and AI orchestration.
- Experience or familiarity with monitoring and operational tools such as AWS CloudWatch, Winston, Datadog, ELK, Splunk, Grafana, and Prometheus.
- Experience with ticketing and incident workflows, knowledge-base management, documentation, and regulated-industry products is preferred.
- Familiarity with Azure OpenAI, AWS Bedrock, Google Vertex AI, Azure AI Services, OpenAI APIs, Anthropic Claude, LangChain, LangGraph, Semantic Kernel, AutoGen, or CrewAI is preferred.
- Cloud, DevOps, or AI certifications and experience with 24x7 support, on-call, mission-critical environments, AI FinOps, token management, or AIOps are preferred.
- Strong analytical, problem-solving, communication, collaboration, and continuous-improvement skills.
Benefits
- Flexible work hours and shift-based continuous operations across 6 AM–2 PM and 2 PM–11 PM.
- Some weekend and holiday work may be required, with applicable benefit adjustments for non-standard hours.
- Equal opportunity employment and workplace accommodation support are provided.
Tech Stack
AWSAzureBashDatadogDockerExpressGitHub ActionsGitLab CI/CDGoogle Cloud PlatformGrafanaJavaScriptJenkinsKubernetesNode.jsPostgreSQLPowerShellPrometheusPythonReactRedisSplunkTerraform
Categories
DevOpsSite Reliability
About Eli Lilly and Company
Eli Lilly and Company researches, develops, manufactures, and markets prescription medicines and biologics for patients, sold through healthcare providers, pharmacies, and payers. Core therapeutic areas include diabetes, oncology, immunology, neuroscience, and obesity. Founded in 1876 and headquartered in Indianapolis, it is a public company (NYSE: LLY) with global operations and is building a new advanced manufacturing site for gene therapy and other modalities in Lebanon, Indiana.