Production Support Engineer

Act as the named point of contact for client users, over email, the support portal and chat. You will be writing to experienced enterprise users, in some cases daily.

Keep them informed at an agreed cadence, including regular status updates on high-severity issues until they are resolved, whether or not there is progress to report.

Tell clients plainly what is known, what is being done, and when they will next hear from you. Tickets should not go quiet.

Hold your position courteously when a request is out of scope or a severity label is wrong, and know when to bring colleagues into the conversation.

Knowledge, reporting and improvement :

Contribute to the knowledge base as you go, covering known issues, workarounds, runbooks and standard responses, so that a repeat occurrence takes less work than the first. The work you do here will contribute directly to the skills of the triage AI Agent.

Produce a weekly support report for each account, covering volume, mix, response performance, ageing, open high-severity items and the recurring issues that warrant a permanent fix.

Surface effort being spent outside agreed scope so that it can be reviewed.

Give feedback on the triage tooling. Where its classification or draft replies are wrong, explain why, so that it can be improved rather than worked around.

Three to five years in application support, production support, technical support engineering, or a comparable client-facing technical role.

Python. Able to read and debug application code, and write small scripts to inspect data or verify behaviour.

Cloud platforms (AWS or equivalent). Comfortable navigating logs and monitoring to trace an issue through a running system.

SQL and PostgreSQL. Able to write your own queries to answer data-level questions without waiting for someone else.

A track record of resolving tickets rather than routing them. At interview we will ask you to talk through issues you closed yourself that others might have escalated.

Excellent written English. Most of your output is writing, and much of it goes directly to a client. You will also regularly be on calls with client users, being able to explain how the system works using vocabulary that is relevant to client, is important.

Self-starting and methodical. You take notes, follow up on open items without being prompted, and keep track of everything that is outstanding.

Comfortable being assertive. The role involves challenging a severity label, declining an out-of-scope request, and telling a client that what they are describing is not a defect.

Able to carry several accounts and unrelated products at the same time, and to switch between them without losing track.

Able to learn a complex domain application quickly. Our platforms carry substantial business logic, and supporting them well means understanding that logic rather than recognising screens.

Comfortable being accountable for response times and for the client relationship, not only for ticket counts.

Experience working to defined service levels in enterprise, regulated or audited environments.

Experience with an enterprise ticketing platform and a downstream engineering task tracker.

Additional languages.

Exposure to financial services, professional services, insurance, tax or transport operations.

Experience working alongside AI agents or automation within a support workflow.

First 30 days

You own the queue on your first account, acknowledge new requests within the agreed window, and classify severity correctly without help. Requests waiting on missing information are chased and moving.

60 days

Only the tickets that need an engineer reach engineering, and they arrive complete and reproduced. The weekly support report is running as a standing item, and the knowledge base covers the issues that recur.

90 days

The same model is running on a second account. You are proposing the product changes that would remove whole categories of ticket, and you own the support process itself, including intake, routing, escalation and client reporting.

The headline measure is the proportion of inbound tickets resolved without engineering involvement.

Enterprise ticketing and task tracking, Microsoft 365, AWS (logs, monitoring and managed databases), PostgreSQL, Python, Git, and our internal AI triage tooling.

We are hiring in Noida, India Only.

Ampliwork builds Enterprise-Grade AI Agents that amplify Human Potential™ to drive

business productivity and growth since 2017. Ampliwork’s AI Agents streamline complex

multi-step workflows in highly regulated industries such as Financial Services.

Ampliwork builds and runs AI platforms for enterprise clients. Those platforms are in production, and the people using them need a reliable place to take questions, issues and requests. This is a new role, and it owns that first line of response.

You take everything that arrives from client users, resolve what can be resolved, investigate what needs investigating, and pass to engineering only the items that genuinely require an engineer, complete and reproduced. Most of what comes in should be closed by you.

The role covers several client deployments. Volumes vary by account and by week, so holding multiple contexts at once and prioritising sensibly across them is a central part of the job. Response and resolution targets are agreed with each client and vary by severity. We will walk through how that works at interview.