Technical Support Engineer

Experience: 2-3 years Compensation: 20 - 30L INR About Us At GigaML, we’re shaping the future of conversational AI, fully automating customer support to elite levels for enterprises. Our customers trust our agents to navigate complex, real-world conversations with clarity, accuracy, and scalability. We’ve deployed AI agents that resolve over 1 million support tickets monthly for one of our early customers alone. Now working with the most recognizable names in food delivery and crypto, we are gaining significant traction as a frontrunner in this space against our biggest competitors. We recently raised our Series A and are scaling rapidly across industries with long-term enterprise partnerships already in place. Why Join Us?

• Momentum: Be part of a team that’s achieved validation from both customers and investors

• Impact: Help us deliver reliable 24x7 support across time zones

• Growth: Gain deep exposure to production infrastructure and learn how high-velocity teams operate

About the Role We’re hiring a Technical Support Engineer to handle real-time customer issues, triage production alerts, and maintain our support systems. This is a high-responsibility role where your attention to detail, responsiveness, and communication will help us deliver industry-leading support across global customers. What You’ll Do:

• Monitor incoming support tickets and production alerts

• Diagnose and triage customer issues, escalating to on-call engineers when needed

• Investigate root causes and help improve resolution documentation

• Own incident communication and keep customers informed with clear, timely updates

• Continuously improve monitoring, response workflows, and internal runbooks

• Partner with engineering and ops to improve system resilience and alerting quality

Who You Are / Must-Haves

• 2–3 years of experience in technical support, systems operations, or site reliability

• Bachelor’s degree in Computer Science or related technical field

• Strong problem-solving and communication skills

• Familiarity with AWS or other cloud infrastructure platforms

• Comfortable with logs, monitoring dashboards, and basic API tools

• Highly dependable and able to manage and own real-time incidents independently

Interview Process

• Screening call w/ recruiting lead (20 min)

• Intro call w/ CEO (15 min)

• Technical interview on real-world troubleshooting and support workflows (45 min)

• Final Interview w/ Engineering Leadership (60 min)