Lead Product Support Engineer

Ovii's Interpretation of the Role

The Lead Product Support Engineer will be the technical liaison for enterprise customers using kAIgentic's agentic AI platform, diagnosing integration failures, debugging distributed workflows, and shaping the support function from the ground up. This hybrid Bengaluru‑based role blends deep technical troubleshooting with clear customer communication and product feedback.

Role Snapshot

• Technical troubleshooting for AI‑driven workflows
• Customer‑facing issue investigation
• Debugging APIs, logs, and distributed systems
• Building knowledge‑base tooling and documentation
• Feeding product insights back to engineering

Must-Have Requirements

• API debugging
• Log analysis
• Distributed system tracing
• Debugging and code reading
• LLM fundamentals
• Customer communication
• technical troubleshooting
• systems thinking
• customer communication

Nice-to-Have Signals

• Python scripting
• Observability tooling / APM
• Financial services familiarity
• Experience building with LLMs
• early‑stage customer‑facing technical role
• observability tooling
• financial services

Work Setup

• Location: Bengaluru, India
• Work mode: HYBRID
• Remote scope: UNSPECIFIED
• Employment type: Full-Time

Eligibility Gates

• Visa sponsorship: unknown

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Investigate and resolve customer‑reported issues involving code, APIs, logs, and deployed AI agents.
• Trace execution paths through workflows to pinpoint breakdowns in distributed systems.
• Collaborate with customers to clarify use‑cases and determine if problems stem from product limits or configuration gaps.
• Create clear reproduction steps, data, and context for engineering escalations.
• Develop lightweight tooling and a growing knowledge base to enable self‑service for recurring issues.
• Conduct deep‑dive technical sessions, write implementation guides, and advise on prompt engineering for better outcomes.
• Collect and communicate recurring pain points to influence product roadmap and improvements.

Good Fit If You Have

• Enjoys ambiguous problems and shaping processes without a playbook.
• Balances technical depth with empathy for both technical founders and business operators.
• Thrives in a fast‑moving, early‑stage environment while maintaining rigor for regulated enterprises.