Sustaining Engineer

Aisera is a leading provider of AI Copilot solutions, utilizing AiseraGPT and Generative AI to facilitate business transformation and drive revenue growth through a self-service model. Aisera’s AI Copilot uses industry and domain-specific LLMs to deliver human-like experiencs and auto- remediate requests through AI workflows. With 400+ integrations and 1200+ prebuilt workflows, customers achieve 75%+ automation and 90% cost reduction. Aisera has received numerous recognitions, including Leader in the 2024 Gartner Magic Quadrant™ for Artificial Intelligence Applications in ITSM, FastCompany Best Workplaces for Innovators, Inc 5000 Award for Fastest Growth, Forbes AI50, EY Entrepreneur of the Year 2023, CNBC Upstart 100 Top Startup, Gartner Cool Vendor, Red Herring Top 100 Global Innovator, CIO Innovation Startup Award, CIO Review Top ITSM Solution, and Silicon Review 50 Most Admired Companies.

We give our employees a lot of responsibility and ownership of their work, and we hire people from a verywide range of backgrounds and experience. Our team members operate with a high degree of empathy for our customers and each other. Join our dynamic and fast-paced team and be a part of our journey to revolutionize the industry.

Role Overview:

A Sustaining Engineer is a problem-solving expert dedicated to maintaining and improving the functionality of our products. The ideal candidate will not only have technical prowess but will also possess a customer-centric mindset to provide quick and effective solutions, maintaining a high level of customer satisfaction.

We are looking for a skilled Full Stack Developer with hands-on experience in Java, Python, and Node.js with REST and gRPC, using AWS, GCP, and Azure Cloud infrastructure to be a key contributor to our sustaining engineering team. As a Software Engineer, you will play a crucial role in designing, developing,and maintaining our backend services and CoPilot ecosystems, with a focus on building distributed scalable services. Your expertise in product development/maintenance and understanding of SaaS (Software-as-a-Service) concepts will be valuable in shaping our innovative solutions and enhancing our existing products.

Key Responsibilities:

• Reproduce, root cause, and fix product bugs reported by customers.
• Unblock customer issues using workarounds, custom solutions, hot fixes, or patch releases.
• Leverage SaaS and Generative AI experience to support and improve products.
• Optionally, utilize prompt engineering skills for advanced AI integrations.
• Align with company goals to retain customers and deliver the best customer experience.
• Work independently with minimal guidance and deliver results efficiently.
• Collaborate with Engineering and Product teams in Greece and the US.
• Develop solutions to alleviate supportability pain points and ease debugging processes.
• Assist Technical Support and Customer Engineering teams to resolve customer-reported issues.
• Enhance tenant health and boost customer adoption.
• Adapt to context switches and learn new generative products quickly.
• Have extensive experience with SaaS-based applications, RESTful web services, Kafka, ElasticSearch, and Python programming for Data Science.
• Communicate effectively with customers when debugging product issues.

Required Skills/Certifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 5 to 8 years of relevant experience in the field.
• Strong debugging skills to identify root causes and provide quick fixes.
• Extensive experience with SaaS applications, RESTful web services, Kafka, ElasticSearch, gRPC, and Python for Data Science.
• Good experience with various cloud infrastructure (AWS, Azure and GCP)
• Good experience with various integrations (Salesforce, ServiceNow, JIRA, Zendesk, Workaround, Intune, etc)
• Good experience in security standards (authentication/authorization) & practices including OAuth, SAML and SSO
• Excellent problem-solving skills with a get-things-done attitude.
• Flexibility to work with global teams and adapt to various time zones.
• Effective communication skills to liaise with both technical teams and customers.
• Nice to have Generative AI and Prompt engineering knowledge

This role is crucial for ensuring that our products meet the highest standards and that our customers receive unparalleled support and satisfaction.