Website:
synthlane.com
Job details:
Company Description
Synthlane is a leading IT services and consulting firm that supports businesses, large enterprises, and government institutions with advanced technology solutions and strategic guidance. The company helps clients address complex IT infrastructure and digital transformation challenges through scalable, future-ready services. Core offerings include enterprise IT consulting, digital transformation solutions, cybersecurity and risk management, cloud and infrastructure services, and custom software development. Synthlane is known for combining deep industry expertise with modern technologies to deliver solutions aligned with clear business objectives. Its experienced team partners closely with clients to streamline operations, enhance productivity, and drive measurable, long-term value.
Role Description
The AI Support Engineer (L3 – AI Platform) is a full-time, on-site role based in Gurugram. This role focuses on providing advanced technical support for Synthlane’s AI platforms, including diagnosing complex issues, troubleshooting production incidents, and ensuring high availability and performance of AI services. The engineer will handle escalations from L1/L2 teams, perform root-cause analysis, and implement corrective and preventive actions in collaboration with development and infrastructure teams. Daily activities include monitoring system health, responding to customer and internal stakeholder queries, maintaining documentation and runbooks, and contributing to automation and tooling to improve support efficiency. The role also involves working closely with product, engineering, and customer success teams to improve platform reliability, support new deployments, and enhance the overall customer experience.
Qualifications
- Strong troubleshooting and technical support skills for complex AI platforms and related infrastructure.
- Experience in customer support and customer service, with the ability to communicate clearly and manage escalations professionally.
- Good understanding of operating systems (Linux/Windows), system administration basics, and monitoring tools.
- Prior experience in L2/L3 support, SRE, or platform engineering roles, preferably in AI, cloud, or SaaS environments.
- Knowledge of networking fundamentals, APIs, and microservices-based architectures is beneficial.
- Familiarity with scripting or automation (e.g., Python, Bash) and incident management practices is an advantage.
- Ability to work on-site in Gurugram, collaborate in cross-functional teams, and handle rotation-based on-call duties when required.
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
Requirements
Root-cause analysis across distributed systems, APls, pipelines and data layers
• Identification and fixing of bugs in production environment
• Data engineering fundamentals - data ingestion, storage, pipelines and consistency
• Azure cloud expertise with observability tools (eg; Dynatrace, LangSmith, OpenTelemetry)
• DevOps / MLOps and CI/CD pipelines; deployment and orchestration in Azure cloud
• Incident management with Jira / ServiceNow in SLA-driven environments
• 5-10+ years in production support, SRE or platform engineering
Why Work at Synthlane?
Real production infrastructure exposure (not just toy tasks). Work closely with engineers building real solutions and client deployments. Learn what “high reliability” actually means in production. Fast-paced, high-impact environment where good work is noticed quickly.
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