Senior Support Lead
India
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Job Description
Senior Support Lead
Bengaluru, Karnataka

Job Summary

Job Description:L2 Support Engineer – Gen AI Product SuiteJob Description: As an experienced L2 Support Engineer you will be expected to provide advanced technical and functional support for our GenAI product. This role serves as the bridge between frontline (L1) support and product engineering teams, ensuring fast, accurate diagnosis and resolution of customer issues. The ideal candidate has strong analytical skills, hands-on experience with AI/ML systems, and the ability to communicate effectively with both customers and engineering teams.

Key Responsibilities

Advanced Technical Troubleshooting – Investigate/reproduce/analyze/troubleshoot customer reported issues across products/services etc.Customer Incident Management - Own and manage escalated L2 incidents from initial analysis to resolution. Ensure SLA complianceCross‑Functional Collaboration – Work closely with L1, Engineering teams, customer and ensure that the communication and collaboration is in tact.Root Cause Analysis & Documentation – Perform root cause analysis, trend analysis; actively contribute to knowledge baseEnvironment & Tools Expertise – maintain environments as needed and be SME for all the tools and configurationsAI Product Support – Be the Support SME for the product that you are responsible for.Required Skills & Qualifications:

Skill Requirements

3–6 years of experience in L2 product support or technical support roles.Strong troubleshooting skills across cloud‑native applications (AWS/Azure/GCP).Experience in supporting AI/ML or data‑driven applications.Knowledge of GenAI, RAG, agentic frameworks etcHands-on knowledge of:REST APIs, microservicesPython (basic debugging preferred)Docker/Kubernetes/package Installations and deploymentsDebugging Web front end/webpack installationsAbility to read and interpret logs, stack traces, API failures.Soft Skills

Other Requirements

Excellent communication and customer-handling skills.Strong analytical and problem-solving ability.Ability to work under pressure during P1/P2 incidents.Collaboration mindset with global cross-functional teams.Preferred QualificationsExperience supporting enterprise platforms.ITIL Foundation certification (Incident, Problem, Change Management concepts).Understanding of DevOps practices and CI/CD pipelines.Exposure to data pipelines (Spark, Airflow, Kafka, etc.).
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.