Engineer - Application Support N 4A

Engineer - Application Support N

Ready to turn bold ideas into real-world impact?
 At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
 
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. 
 
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
 Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Role Overview 

The AI Support Engineer (L1) serves as the first line of defense for GenAI applications, responsible for initial incident triage, user support, and basic issue resolution. 

This role ensures smooth day-to-day operations, quick response to user issues, and accurate escalation to L2/L3 teams, helping maintain overall system stability and user experience 

 

Required Skills & Qualifications 

Technical Skills 

Basic understanding of:  

Application support / IT support processes 

Web applications and APIs 

Familiarity with:  

Ticketing tools (ServiceNow or similar) 

Monitoring dashboards 

Working knowledge of:  

SQL / databases (basic queries) 

Cloud environments (Azure / AWS) 

Exposure to GenAI concepts (preferred):  

LLM-based applications 

Prompt-based workflows 

 

GenAI & Support Awareness 

Understanding of:  

End-to-end GenAI workflow (UI → API → Model → Response) 

Awareness of common user-impacting issues:  

Response errors 

Latency delays 

UI failures 

 

Soft Skills 

Strong problem-solving and attention to detail 

Ability to work in 24x7 or shift-based support model 

Good communication and customer handling skills 

 

Role Positioning (GenAI Support Model) 

Level: L1 (Operations / Frontline Support) 

Focus: “Triage & Stabilize User Experience” 

Responsibility Boundary:  

L1 → Initial triage, basic fixes (this role) 

L2 → Advanced troubleshooting 

L3 → Engineering fixes 

 

Success Metrics 

First call resolution rate (FCR) 

Reduction in incorrect escalations to L2 

SLA adherence for response and resolution times 

Improved user experience and satisfaction 

Accuracy in ticket classification and documentation 

Qualifications

Bachelors - Computer Engineering, Bachelors - Computer Science, Bachelors - Information Technology, Masters - Software Engineering

Certifications

ITIL Foundation - AxelosAxelos

Required Skills

Agile Methodology, Collaboration Tools, Design Thinking, Executive Presence, Inclusion, Personal Effectiveness, Storytelling

Language

English

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

Application Support N

Remote Type -

Hybrid

Work Shift -

Flex Time (India)

Why join Genpact?
•    Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
•    Make an impact – Help global enterprises solve business challenges that matter 
•    Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
•    Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day 
•    Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress 
 
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.  
Let’s build tomorrow together. 
 
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.  
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.