Automation Support Engineer (AI ML Support) (Exp-2-5 Yrs)

Position: Automation Support Engineer (AI ML-Support)

Experience: 2–5 years, Location - Remote/Work from Home

Salary (CTC) offered- 8 LPA- 10 LPA (Incl Variable)

No of Position - 1 , Reports To: Senior Support Manager

Role Overview

The Automation Support Engineer will lead the effort to reduce manual work across our 24x7 enterprise AI support operation. This is an automation-first role: your primary focus is building the scripts, tooling, and workflows that cut repetitive effort for the support team, so we can hold a demanding coverage commitment without scaling headcount linearly. You will also provide backup support coverage on the queue, which keeps you close to the real problems your automation needs to solve. The ideal candidate has sat in a support or operations environment, felt the repetitive work firsthand, and has the development skills to go build the fix.

Key Responsibilities

● Own the support automation roadmap: identify repetitive, manual, or error-prone tasks and

automate them.

● Build and maintain Python-based scripts, bots, and workflows that reduce manual

dependency across the support team.

● Automate triage, ticket routing, alerting, and routine resolution steps where safe and sensible.

● Improve monitoring and proactive detection so issues are caught before they become tickets.

● Work with the AI platform's components (search, retrieval, agent workflows) to streamline
support-side operations.

● Provide backup L1/L2 support coverage on the queue as needed, staying hands-on with the

operation.

● Measure and report automation impact: manual effort saved, ticket deflection, and time-to-
resolution improvements.

Qualifications

● 2–5 years of experience in automation, support engineering, DevOps, or a
related technical role,preferably in SaaS or AI-based products.

● Working knowledge of Python / backend development – able to write, read, and
maintain production-quality scripts and small services.

● Working knowledge of AWS (compute, storage, serverless basics, monitoring)
and confidence operating in a cloud environment.

● A track record of automation – concrete examples of reducing manual effort or
eliminating repetitive work through scripting or tooling.

● Scripting and CI/CD basics: pipelines, CRON jobs, bots, and the glue that keeps
automation running.

● Hands-on with monitoring and observability tools (Grafana, CloudWatch, or similar)
for dashboards, alerts, and proactive detection.

● Practical experience with ticketing/ITSM systems (ServiceNow, Azure DevOps, Jira, or similar), including automating around them.

● Strong problem-solving and analytical skills, with the ability to simplify complex issues.

● Good communication skills, able to work with both technical and
non-technical stakeholders.

Preferred Skills

● Exposure to LLM / AI agent workflows (RAG, chatbots, or agent-based systems).
A real advantage given the platform, but we'll teach the right person.

● Prior experience in a support or operations environment, so you know the problems
from the inside.

● Experience building support-side automation specifically (auto-triage, KB automation, self-heal workflows).

● Experience supporting enterprise clients in a B2B SaaS environment.

Application Process:

You can apply on this job portal

or

submit your resume and relevant details to: [email protected]

Email subject line: Application – Automation Engineer – Emplay Inc

Please include the following in your email:
● Current CTC
● Expected CTC
● Notice period
● Years of relevant experience
● Reason for job change
● LinkedIn profile link