Customer Support Engineer

Key Responsibilities

1. Platform & Application Architecture

• Architect and oversee end-to-end platform design using GCP services (Vertex AI, Cloud Run, GKE, Pub/Sub, Firestore, BigQuery, and IAM).
• 
  
• Define the architecture for multi-tenant SaaS deployment—ensuring secure data boundaries across customers while maintaining a single codebase.
• 
  
• Collaborate closely with backend developers to optimize Node.js APIs, data pipelines, and event-driven microservices.
• 
  
• Design front-end integration flows and ensure UI/UX alignment with backend AI and agentic processes.
• 
  

2. AI / LLM / Agentic System Architecture

• Lead architecture for all AI initiatives involving RAG pipelines, AI agents, NLP, and conversational AI.
• 
  
• Evaluate and integrate LLMs and APIs from OpenAI, Google Gemini, Anthropic (Claude), Mistral, and others.
• 
  
• Define frameworks for AI agent orchestration, prompt engineering, and function/tool calling workflows using frameworks like LangChain or LlamaIndex.
• 
  
• Establish standards for vector databases (Pinecone, FAISS, Chroma), embeddings, chunking strategies, and retrieval optimization.
• 
  
• Architect an AgentOps layer for monitoring, safety filtering, and AI model governance.
• 
  

3. MLOps, PromptOps & DevOps Integration

• Implement CI/CD pipelines for AI models, prompts, and agents using Cloud Build, Terraform, and GitHub Actions.
• 
  
• Design PromptOps and MLOps pipelines to manage model lifecycle, versioning, rollback, and production promotion.
• 
  
• Define observability and monitoring mechanisms (OpenTelemetry, Cloud Monitoring, custom logs for LLM outputs).
• 
  
• Collaborate with DevOps engineers to define blue/green and canary deployments across environments.
• 
  

4. Security, Compliance & Scalability

• Design tenant-isolated data layers using IAM, VPC-SC, and KMS encryption policies to meet regulatory standards (HIPAA, GxP, GDPR).
• 
  
• Implement data governance, access control, and threat detection mechanisms for AI-driven workflows.
• 
  
• Create performance optimization strategies: GPU/TPU allocation, autoscaling policies, token budgets, response caching, and FinOps visibility.
• 
  

5. Cross-Functional Leadership

• Partner with Product Managers and Business Analysts to translate business requirements into architectural blueprints.
• 
  
• Work with UX/UI designers to ensure front-end experiences align with AI agent capabilities and backend APIs.
• 
  
• Provide architectural guidance and technical mentorship to developers, ensuring adherence to best practices across projects.
• 
  
• Contribute to platform evolution, reference architecture libraries, and reusable design patterns.
• 
  

Key Skills & Qualifications

Technical Expertise

• Strong background in cloud architecture, specifically Google Cloud Platform (GCP)—Vertex AI, Cloud Run, Cloud Storage, IAM, Pub/Sub, BigQuery, VPC, and Cloud Functions.
• 
  
• Proficiency with Node.js, TypeScript, and API development for scalable microservices.
• 
  
• Deep understanding of LLMs, AI agent frameworks, retrieval-augmented generation (RAG), and vector search.
• 
  
• Experience with LangChain, LlamaIndex, CrewAI, and Agentic AI design patterns.
• 
  
• Strong understanding of data architecture, including NoSQL/SQL databases (MongoDB, Firestore, PostgreSQL).
• 
  
• Hands-on experience with container orchestration (Docker, Kubernetes) and Infrastructure-as-Code (Terraform).
• 
  

Preferred Skills

• Prior experience designing multi-tenant SaaS platforms.
• 
  
• Exposure to frontend integration (Angular, React, or similar) and UI/UX flow understanding.
• 
  
• Knowledge of AI safety, risk frameworks, and prompt governance.
• 
  
• Strong analytical and communication skills for working across business and technical stakeholders.
• 
  
• Awareness of FinOps and cost optimization in token-based AI ecosystems.
• 
  

Qualifications

• Bachelor’s or Master’s degree in Computer Science, AI, or Cloud Architecture.
• 
  
• 8–12 years of professional experience, with at least 3 years focused on AI platform architecture or enterprise-grade SaaS system design.
• 
  

Certifications in GCP Professional Cloud Architect or Machine Learning Engineer are a plus.

Roles and Responsibilities

Functional Responsibilities:

1.    Digital Marketing Planning:

·      Plan actions and initiatives that are aligned to the business strategy, and supports the overall marketing goals of MHFA India products

2.    Social Media Coordination:

·      Manage and optimize social media accounts across platforms (Facebook, Twitter, LinkedIn, Instagram, etc.).

·      Create, curate, and share content that encourages engagement, drives traffic, and builds brand awareness.

·      Manage content calendars, scheduling, and publishing to maintain a consistent online presence.

·      Monitor social media conversations, respond to comments, messages, and reviews, and manage online community interactions.

3.    Email Marketing:

·      Plan, execute, and analyze email marketing campaigns to nurture leads, engage customers, and drive conversions.

·      Segment email lists for targeted messaging and personalize content to improve open rates and click-through rates.

·      Monitor and improve email campaign performance based on key metrics and A/B testing.

4.    SEO and SEM:

·      Optimize website content for search engines (SEO) to improve organic visibility and drive traffic.

·      Manage pay-per-click (PPC) campaigns using platforms like Google Ads, monitoring keyword performance, ad copy, and budgets.

·      Analyze and report on keyword rankings, website traffic, and conversion rates to refine strategies.

5.    Analytics and Reporting:

·      Use analytics tools (e.g., Google Analytics, social media insights) to track and measure the performance of digital campaigns.

·      Create regular reports detailing key performance indicators (KPIs), trends, and actionable insights.

·      Make data-driven recommendations for improvements and optimizations based on campaign results.

6.    Stay Current with Trends:

·      Keep up-to-date with the latest trends, tools, and technologies in digital marketing, communication, and relevant industries.

·      Recommend innovative approaches to improve campaign effectiveness and achieve better results.

Organizational Responsibilities

·      Initiate activities in line with to MHFA India strategy and work plan

·      Support director and team in development of MHFA India digital marketing and communications function

·      Support in any other task that may be assigned by the organization

·      Attention to detail and a commitment to maintaining high-quality content and functionality

TECHNICAL SKILLS AND EXPERIENCE:

● Profound Experience in client handling/communication from the beginning till the successful.

◾ Generate business through online portals like Upwork, Fiverr, Freelancer etc.

◾ Bringing new projects through bidding, Client communication, Proposal making/writing.

◾ Experience in handling Indian and International clients.

◾ Must have Excellent Written communication & Writing Skills.

Overall 4-5 years of solid experience with .Net.

Experience in .Net core

Strong knowledge of .NET web framework (MVC 4/5, Restful WebApi).

Good to have LINQ to SQL, LINQ to Objects, and LINQ to XML

Good to know Asp.net Web forms

Good to know about Front-end technologies like react, angular

Experience in JavaScript/CSS/Bootstrap/HTML5

• Build Products for Factories that help them in improving their Customer Retention on the Platform
• Drive the Customer Retention Metric both at a Platform and at the Factory Level
• Improve Product Discovery on the Retailer App to enhance new retailer Acquisitions for factories
• Drive the execution of all product lifecycle processes for the growth of Factory
• Distribution product, including product research, market research, competitive analysis, planning, positioning, roadmap development, requirements development, and product launch
• Assess current competitor offerings, seeking opportunities for differentiation
• Analyze consumer needs, current market trends, and potential partnerships from an ROI and build vs. buy perspective
• Create product strategy documents that describe business cases, high-level use cases, technical requirements, revenue, and ROI
• Translate product strategy into detailed requirements for prototype construction and final product development by engineering teams
• Collaborate closely with engineering, production, marketing, and sales teams on the development, QA, and release of products and balance of resources to ensure success for the entire organization
• Implement, and maintain production timelines across multiple departments
• Appraise new product ideas and strategize appropriate to-market plans

• Engineering or an MBA graduate from a reputed university
• 4+ years of product management experience, preferably with consumer and/or b2b startups that have attained scale
• Experience identifying business opportunities, building a product strategy, and influencing deliver against a multi-year roadmap
• Understands core technologies utilised in their product domain and is fluent in pros and cons of technical alternatives
• Good understanding of acquisition and retention funnels
• Demonstrated ability to achieve goals in a fast paced and an unstructured environment. Thrives in ambiguity and rapidly changing environment
• Hands-on experience of both qualitative and quantitative research methods such as AB testing, data analytics, and user research
• Robust understanding of complex and scalable technical architecture for web and mobile applications
• Problem solver with strong analytical skills and comfort with data
• Excellent verbal and written communication skills