[Hiring] Business AI Platform Support Engineer @Manning Global

Role Description

We are seeking a dedicated Support Engineer to help our enterprise clients get full value from the client Business AI Cloud deployments. You will act as the first line of technical defense: diagnosing platform and agent issues, supporting configurations, and keeping production AI environments running smoothly. This is an excellent opportunity for early-career professionals to build deep hands-on expertise in enterprise AI platforms.

Key Responsibilities

• Serve as the primary technical point of contact for client issues across deployed Business AI Cloud environments and Business AI Suite agents (for example self-service, real-time guidance, and conversation insights agents).
• Troubleshoot, diagnose, and resolve configuration, integration, and user-access issues across the platform´s data, knowledge, model, and agentic layers.
• Monitor the health and performance of AI agents in production: answer quality, latency, API integration performance, and error rates.
• Assist with routine configuration of agent workflows, knowledge bases, dashboards, and reports.
• Escalate complex defects to senior delivery engineers or Uniphore support while keeping the client informed with clear, regular updates.
• Document recurring issues, write knowledge-base articles, and contribute to runbooks and continuous improvement of support processes.

Qualifications

• 0-5 years. Fresh graduates are welcome if they hold relevant cloud, data, or AI certifications (for example AWS, Azure, Google Cloud, Genesys, or NICE) or can show hands-on AI project work.
• 0 to 5 years of experience in IT support, SaaS platform administration, or technical customer service.
• Fresh graduates should hold relevant cloud or AI certifications (for example AWS, Azure, or Google Cloud) or show hands-on project work with AI tools.
• Working knowledge of REST APIs, webhooks, and web technologies, and comfort reading logs to trace issues.
• Basic understanding of how LLM-based applications work (prompts, knowledge retrieval, AI agents); experience with chatbots or contact-centre tools is a plus.
• Familiarity with contact-centre or CRM systems (for example Genesys, NICE, Five9, Salesforce, ServiceNow) is an advantage.
• Excellent problem-solving skills and a customer-first communication style.

Company Description

Manning Global, an Internationally renowned staffing and managed services organization specializing in providing staffing solutions for leading corporations in AI, IT & Telecoms, Engineering, Digital Media, Automotive and Renewable Energy.