AI Application Support Engineer

Mroads is looking for an "AI Application Support Engineer" for one of our direct clients in Mexico City, Mexico.
Job SummaryWe need support engineers to be the first line of support for our AI platform. They will triage ServiceNow tickets, help product teams use our APIs, debug production issues, and escalate to engineering when needed.
This is not a traditional help desk role. Issues often span LLM gateways, workflow engines, Kubernetes services, and enterprise data systems. The right person is technical, curious, and good with customers.
Must Haves5 years in app support, SRE, or platform engineeringStrong API troubleshooting and incident management skillsKubernetes/container log experienceAPM/distributed tracing experience (Dynatrace preferred)Python or Node.js literacyBasic LLM/AI platform knowledge (models, tokens, embeddings, guardrails)Strong communication and customer-facing skillsTechnical Documentation writing, SOPs, and other procedures as follow ups to incidents.
Nice to havesLiteLLM, Temporal, GraphQL, Kafka, AWS Bedrock/EKSAI agent or chatbot platform experienceHarness CI/CD or enterprise SSO familiarityFluent in using Cursor + MCP tools to diagnose issues and write documents