Lead Support Engineer
Role Overview
We are looking for a Lead Support Engineer based in India, fully dedicated to our B2B Customer deployment. This role owns the Level 1 technical triage function — rapidly diagnosing customer issues and escalating to Forward Deployed Engineers (FDEs), SRE or Engineering teams when required — while also setting the bar for how the wider support function operates on this account.
Full Job Posting
About the Role
We are looking for a Lead Support Engineer based in India, fully dedicated to our B2B Customer deployment. This role owns the Level 1 technical triage function — rapidly diagnosing customer issues and escalating to Forward Deployed Engineers (FDEs), SRE or Engineering teams when required — while also setting the bar for how the wider support function operates on this account.
Key Responsibilities
- Serve as the first line of technical support and triage for B2B Customer, with a high level of ownership and responsiveness.
- Quickly investigate incoming issues and determine the likely source — ML/model behavior, service outages, backend/API integration, network/connectivity, infrastructure/environment configuration, or deployment/dependency problems.
- Perform sufficient technical diagnosis before escalating, ensuring FDEs and engineering teams receive clear context, logs, reproduction steps, and an initial assessment.
- Engage and coordinate with FDEs when an issue requires deeper investigation or remediation, and monitor deployment health to proactively flag potential issues.
- Maintain clear documentation of incidents, root causes, resolutions, and recurring problems; provide timely, professional communication to B2B Customer stakeholders throughout.
- Develop and build tools & dashboards required for staying on top of Support SLO.
- Develop a deep understanding of B2B Customer's Dynamo deployment, infrastructure, integrations, and operating environment.
What We're Looking For
5–9 years of experience in technical/production support, with strong troubleshooting across applications, APIs, backend systems, networking, infrastructure, and ML systems.
Ability to distinguish ML/model failures from traditional software/infrastructure failures, and to isolate problems via logs, APIs, service health, and configuration review.
Strong understanding of production environments and incident management.
Clear and complete client-facing communication for high-priority incidents.
High sense of urgency, ownership, and accountability; comfortable driving issues to resolution across FDE, Engineering, Product, and ML teams.
Willingness to become deeply embedded in and fully focused on the B2B Customer account.
About Dynamo AI
At Dynamo AI, we empower large-scale enterprises to navigate AI risks and operationalize agentic and generative technologies. Our comprehensive platform—comprising DynamoEval, DynamoGuard, and AgentWarden—provides auditable safety guardrails, automated red-teaming, hallucination identification, and continuous monitoring. This enables security-conscious and regulated firms to deploy AI with certainty while adhering to global standards such as the EU AI Act.
About Dynamo AI
Dynamo AI is an enterprise AI platform providing secure, compliant evaluation, guardrail, and observability tools for enterprises.
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