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Job title: Team Lead Technical Support
Location: Ambit IT Park, Ambattur, Chennai, India
Experience: 3 to 7 Years (1 – 2 Years as Lead)
No of openings: 5

Roles & Responsibilities

• Drive and manage overall team performance to consistently meet or exceed KPIs including CSAT, FCR, AHT, Quality, and Productivity
• Provide real-time coaching, guidance, and support to technical support agents and SMEs
• Handle complex customer escalations related to hardware, software, networking, and system configuration issues
• Act as the primary point of contact for process or product-related inquiries that require advanced troubleshooting
• Monitor daily performance metrics and implement action plans to address performance gaps
• Conduct regular call monitoring and deliver structured feedback and coaching sessions
• Ensure agents follow troubleshooting standards, SOPs, and quality guidelines
• Collaborate with training teams to identify knowledge gaps and improve training content
• Create and maintain process documentation, troubleshooting guides, and knowledge base articles
• Strong hands-on experience troubleshooting home and prosumer networking environments, including TCP/IP, DHCP, DNS, NAT, and IPv6.
• Solid understanding of Wi-Fi technologies (802.11 standards, roaming, band steering, and interference) and mesh networking systems.
• Experience with ISP integration, including bridge mode, modem/router interoperability, and double NAT scenarios.
• Knowledge of advanced networking features such as VPN (client and pass-through), guest networks, parental controls, and access management.
• Experience supporting mobile app connectivity, cloud-based device management, and account-related issues.
• Proficiency troubleshooting connectivity across Windows, macOS, iOS, and Android devices.
• Experience with smart home and IoT devices, including onboarding and ecosystem integration (e.g., Alexa, Google Home, Apple HomeKit, Matter/Thread).
• Familiarity with gaming and streaming requirements, including NAT types, QoS, UPnP, and high bandwidth use cases.
• Working knowledge of cellular networking concepts, including LTE/5G connectivity, SIM/eSIM activation, and mobile network troubleshooting.
• Strong problem-solving skills with the ability to diagnose complex issues, document findings, and collaborate with engineering teams.

Required Skills & Qualifications

• Strong leadership and people management experience in a technical support environment
• Excellent written and verbal communication skills
• Advanced troubleshooting knowledge of:
• IP and analog security cameras
• Networking fundamentals (Wi-Fi, routers, modems, ports, IP addressing)
• Mobile apps, cloud services, and firmware updates
• PC/Mac and mobile device configurations
• Ability to analyze performance data and translate it into actionable plans
• Strong problem-solving and decision-making abilities
• Experience managing escalated customer interactions
• Proficient in CRM systems, ticketing tools, and Microsoft Office
• Ability to multitask across multiple tools and applications
• Minimum 1–2 years of experience in technical support leadership
• Call center experience in a consumer electronics or IoT environment is a strong asset

Core Competencies

• Customer First Mindset
• Ownership & Accountability
• Analytical Thinking
• Coaching & Development
• Communication Excellence
• Collaboration & Alignment
• Innovation & Continuous Improvement
• Sense of Urgency
• Emotional Intelligence
• Results Orientation

Job Title: Technical Support Engineer – International Voice
Location: Ambit IT Park, Ambattur, Chennai, India
Shift: US based rotational
No of Openings: 98
Experience: 6 months to 2 years

Role Summary

• The Engineer – Technical Support is responsible for handling customer interactions through voice support and CRM-based case management.
• The role involves troubleshooting customer issues, providing application support, documenting incidents, managing support tickets, and ensuring timely resolution or escalation in accordance with established SLAs.
• The ideal candidate should possess strong technical support experience, excellent communication skills, and the ability to multitask in a fast-paced customer service environment while maintaining a high level of professionalism and customer satisfaction.

Key Responsibilities

Customer Support & Case Management

• Handle incoming customer calls and process/complete tasks identified in cases received through CRM portals and assigned queues.
• Review, triage, prioritize, and assign incoming cases based on priority and business impact.
• Acknowledge customer requests and communicate expected resolution timelines.
• Create, update, and maintain support cases accurately within the CRM system.
• Escalate issues to appropriate technical teams whenever required.

Incident Management & Troubleshooting

• Provide Level 1 application support and conduct initial issue discovery.
• Perform preliminary troubleshooting and gather relevant information for resolution.
• Document troubleshooting activities and incident notes accurately.
• Conduct database searches and research activities to assist with issue resolution.
• Track and manage incidents through closure while ensuring customer expectations are met.

Service Delivery & Performance

• Adhere to established Service Level Agreements (SLAs), quality standards, and productivity targets.
• Deliver world-class customer service aligned with organizational values and support standards.
• Effectively manage high workloads while maintaining service quality.
• Participate in discussions related to trouble-ticket activities and ongoing incidents with team management.

Product Knowledge & Continuous Learning

• Develop and maintain a strong understanding of supported products, applications, and processes.
• Stay updated on new product features, support procedures, and knowledge-base content.
• Contribute to continuous process improvements and knowledge-sharing initiatives.

Desired Skills & Competencies

Communication Skills

• Excellent telephone communication skills with the ability to remain empathetic and courteous during customer interactions.
• Strong verbal and written communication abilities.
• Ability to clearly explain technical concepts to non-technical users.
• Customer Focus
• Strong customer service orientation with a commitment to resolving issues efficiently.
• Ability to handle difficult and time-sensitive customer situations professionally.

Technical & Analytical Skills

• Basic troubleshooting and diagnostic skills.
• Ability to perform database and system searches.
• Familiarity with CRM and ticketing systems.
• Time Management
• Excellent organizational and time management skills.
• Ability to work cases efficiently while adhering to schedules and productivity expectations.

Multitasking

• Ability to work across multiple applications, systems, and technical platforms simultaneously while maintaining customer focus.

Education & Experience

Required Qualifications

• Graduate in any discipline.
• Minimum 6 months to  2 year of experience in a Technical Support Voice Process.
• Experience working with CRM, Help Desk, or ticketing systems preferred.
• Exposure to customer support environments and incident management processes.

Preferred Qualifications

• Experience in application support or IT Help Desk environments.
• Familiarity with customer service is the best practices and SLA-driven support operations.

Job title : AI Architect
Work Location: Bangalore, Chennai & Pune
Experience: 8 – 10 years
Education Qualification: Any Graduate

Lead the agentic AI engineering function — responsible for the design, architecture, and quality of all AI agents on the platform. Define engineering standards for prompt design, agent evaluation, and LLM integration across the team.

Roles and Responsibilities:

• Architect the agent engineering framework: orchestration patterns, prompt governance, and tool-calling standards
• Lead design review of all agent implementations across the team
• Own the RAG pipeline architecture: embedding strategy, retrieval optimization, and accuracy benchmarks
• Define the agent evaluation framework: golden datasets, confidence calibration, regression testing
• Set prompt engineering standards and chair the prompt review board
• Mentor JL1 engineers on agent development and evaluation
• Monitor and optimize agent performance in production: latency, cost, and accuracy

Required Skills:

• 10+ years in AI/ML engineering; 5+ years with production LLM systems
• Experience architecting RAG pipelines at scale
• Python expert; TypeScript/Node.js familiarity a plus
• Understanding of LLM cost management, token budgeting, and latency optimization
• Deep expertise in prompt engineering, agent design, and LLM integration
• Agent evaluation: hallucination testing, confidence scoring, regression frameworks
• Experience leading AI/ML engineering teams

Nice to have:

• Experience with Model Context Protocol (MCP) or tool-calling standards
• Background in enterprise AI platform builds
• Knowledge of ITSM or IT operations domains

Job title : AI Engineer (Junior)
Work Location: Bangalore, Chennai & Pune
Experience: 1 – 3 years
Education Qualification: Any Graduate

Build AI agents and supporting infrastructure on an enterprise agentic AI platform. Implement LLM-powered agents, prompt logic, and evaluation pipelines under senior technical guidance.

Roles and Responsibilities:

• Build AI agents using LLM APIs per established design patterns
• Write, test, and iterate on prompts within the prompt governance framework
• Integrate agents with backend APIs and tool-calling interfaces
• Support RAG pipeline development: ingestion, embedding, and retrieval
• Write agent evaluation test cases and contribute to the evaluation harness
• Participate in code reviews and prompt review processes

Required Skills:

• 1–3 years in AI/ML or software engineering with LLM exposure
• Python proficiency
• Understanding of RAG concepts: chunking, embeddings, vector search
• Hands-on experience with LLM APIs (OpenAI, Anthropic, or equivalent)
• Prompt engineering fundamentals: system prompts, few-shot, structured outputs
• Git-based workflows

Nice to have:

• Exposure to LangChain, LlamaIndex, or similar agentic frameworks
• Experience with agent evaluation metrics (RAGAS or equivalent)
• Background in ITSM or IT operations domains

Job title : Backend Engineer (Lead)
Work Location: Bangalore, Chennai & Pune
Experience: 5 – 7 years
Education Qualification: Any Graduate

Lead backend engineer responsible for technical stream ownership, hands-on engineering, and the quality of the entire backend function. Collaborate with the Solution Architect on design, lead the backend team, and drive delivery of the most complex platform components

Role and Responsibilities:

• Own design and implementation of the most complex backend components
• Provide technical direction, code standards, and review across the backend team
• Collaborate with the Solution Architect on system design and non-functional requirements
• Drive API design, data contracts, and integration architecture decisions
• Own CI/CD pipeline health, code coverage, and test automation standards
• Mentor and develop JL1 and JL2 engineers
• Make implementation trade-off decisions and resolve technical blockers

Required Skills:

• 8+ years backend engineering; expert-level Node.js and/or Python
• Kafka/event streaming: production operations experience
• Experience leading and mentoring engineering teams
• Deep expertise in durable workflow systems (Temporal or equivalent)
• Cloud-native: Kubernetes, Terraform, AWS or Azure
• Strong understanding of distributed system patterns and trade-offs

Nice to have:

• Experience on AI or LLM platform builds
• Background in enterprise integration architecture
• Knowledge of ITSM or IT operations systems