EY is seeking a Gen AI Support Engineer to join our team. In this role, you will monitor, troubleshoot, and support multiple enterprise Generative AI applications built on Google Cloud Platform (GCP). You will focus on following established procedures, identifying where issues occur, providing initial resolutions, and escalating deep technical problems to the L3 engineering team for advanced support and system enhancements.
What You'll Do
- Monitor Gen AI pipelines, dashboards, alerts, and overall system health across various applications.
- Follow runbooks to investigate failures and pinpoint exactly where a process or workflow is breaking.
- Perform basic troubleshooting and resolve issues related to access, permissions, environment setup, or configuration.
- Validate errors using logs, job history, and the GCP console (Cloud Functions, Cloud Run, Pub/Sub, Firestore, GCS).
- Raise detailed tickets to L3 with clear findings, logs, and reproduction steps.
- Support daily operations such as checking stuck workflows, failed requests, or incomplete data ingestions.
- Perform minor fixes like restarting jobs, updating config values, clearing queues, or re-triggering pipelines.
- Handle user access requests, IAM role updates, and environment-related incidents within approved guidelines.
- Ensure SLAs are met for incident acknowledgment, analysis, and escalation.
- Maintain documentation, update runbooks, and contribute to process improvements.
- Coordinate closely with L3 engineers, cloud teams, and application owners as needed.
- Diagnose and resolve complex issues in Gen AI workflows, including LLM pipelines, RAG retrieval, document processing, audio-to-text, and summarization.
What We're Looking For
- Basic understanding of cloud environments, preferably Google Cloud Platform (GCP).
- Ability to read logs and identify errors across functions, pipelines, and APIs.
- Familiarity with JSON, REST APIs, and debugging simple configuration issues.
- Good understanding of Python basics or the ability to read and debug simple scripts.
- Strong problem-solving skills with an ability to follow structured troubleshooting steps.
- Good communication skills for reporting issues, writing summaries, and escalating to L3.
Nice to Have
- Exposure to Gen AI/LLM applications, Document AI, or RAG systems.
- Experience with ticketing systems like Jira or ServiceNow.
- Basic knowledge of GCP services like Pub/Sub, Cloud Run, Cloud Functions, or Firestore.
Technical Stack
- Google Cloud Platform (GCP)
- Cloud Functions
- Cloud Run
- Pub/Sub
- Firestore
- Google Cloud Storage (GCS)
- JSON
- REST APIs
- Python
Team & Environment
You will report directly to the L3 engineering team, working in close coordination to escalate and resolve technical issues.
Work Mode
This role follows a local-country work model.
EY is an equal opportunity employer.
