Sr Associate Support Engineer, Adaptive Planning AI, ML & Platform Operations
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Protocol Intelligence
Data-driven signals on your job's competitivenessTier-1 brand, metro Pune, generalist early-career support role with broad cloud and AI skills.
Medium—cloud, SQL and support skills transfer, but LLM and Adaptive Planning domain knowledge increase specialization.
High—multiple mandatory technical minimums for cloud, observability, SQL, API and LLM experience.
Job Description
Structured overview of role & requirementsAbout This Role
Manage and resolve technical support cases for Adaptive Planning’s Financial and Workforce Planning SaaS products, ensuring strict SLA adherence.
Perform root-cause analysis and technical debugging of enterprise web applications and AI/ML workflows via system metrics, logs, and cloud diagnostics.
Collaborate with product and support teams to deliver timely customer solutions and handle high-severity escalations, including participation in on-call rotations.
Minimum Requirements
Minimum 1 year experience in technical support or application support for enterprise SaaS environments.
At least 1 year experience with SQL querying, API payload inspection (JSON/XML), Linux/Windows CLI tools, and cloud monitoring (AWS, GCP, or Azure).
Experience with observability tools such as Grafana or Kibana and AI/LLM conversation log evaluation for minimum 1 year.
Location: Must be Pune-based or willing to relocate; hybrid working with 50% office presence required; willing to participate in weekend/on-call rotations.
Ideal Candidate Profile
Experienced in SaaS platform operations with familiarity in both financial software and AI/ML system troubleshooting.
Comfortable working with cloud-hosted services, monitoring tools, and diagnosing complex ML pipeline failures.
Able to manage multiple customer cases independently with strong technical communication skills and experience collaborating with engineering and QA teams.