Position OverviewWe are seeking a proactive and technically competent individual to join our team as an L1 Application Support Engineer. This role is critical in delivering first-line support for complex, AI/ML-enabled data science platforms serving clients across the US and EU markets. The candidate will operate in a shift-based support model and act as a key liaison between customers and engineering teams, ensuring timely resolution, detailed follow-ups, and structured escalation for technical issues.
You will manage diagnostic sessions, analyze log files, troubleshoot application and configuration-level issues, and ensure effective communication and documentation. Success in this role requires a strong technical mindset, customer empathy, and a disciplined approach to problem management using internal tools and knowledge bases.

Key ResponsibilitiesAct as the first point of contact for customers seeking technical assistance via phone, email, or chat across international time zonesDeliver first-line support for complex data science applications, covering API integrations, model outputs, workflow issues, and system configurations.Organize and lead diagnostic sessions to gather logs, environment details, and reproducible error conditions.Use internal Knowledge Base (KBDB) to provide resolutions for known issues and support recurrence management.Create, manage, and update support tickets with detailed documentation of symptoms, diagnostics performed, and resolution steps.Maintain SLA compliance and perform structured escalation of unresolved, critical, or complex cases to L2 and L3 engineering teams.Coordinate across shifts and global teams to ensure continuity of support and closure of issues across time zones.Troubleshoot SQL-based issues, configurations, and data inconsistencies.Support onboarding and implementation activities, including product configuration, API certification, and environment validation.Document new or updated troubleshooting procedures and contribute to continuous improvement of support documentation.Monitor trends in issues to proactively raise patterns and feedback to product/engineering teams.

Required Skills & QualificationsBachelor’s or Master’s degree in Computer Science, Information Technology, or a related technical field.1–3 years of experience in L1 technical support or application support, preferably for SaaS, AI/ML, or data-heavy platforms.Strong SQL knowledge for database queries and data validation.Understanding of REST APIs, JSON payloads, and web service interaction patterns.Experience using ticketing and project management tools (e.g., JIRA, OTRS, Zendesk).Familiarity with log analysis, basic command-line tools, and remote troubleshooting procedures.Excellent verbal and written communication skills with strong follow-up and customer handling experience across geographies.Strong problem-solving skills with a customer-first mindset.Ability to work in a 24/7 rotational shift environment.Exposure to cloud environments (AWS, GCP, Azure) and scripting (e.g., Python, Bash) is a plus.Preferred (Nice to Have) Understanding of ML model outputs, pipeline errors, or data processing workflows.Familiarity with tools like Jupyter, Airflow, Datadog, or other monitoring/logging platforms.Ability to contribute to knowledge base development and continual improvement of support playbooks.

What We Have For You

Great compensation package, provident fund, paid leaves, EOBI, medical benefits for you and your family, free lunch, Annual performance-tied increments & performance recognition awards and a great lean and agile work culture!

Convo endorses a culture of diversity in all aspects and aims to build a diverse team of amazing individuals!