• Zdefiniowaniu docelowej architektury platformy (API-first, contract-based design) • Projektowaniu i wdrożeniu modelu zarządzania lifecycle infrastruktury • Ustanowieniu standardów integracyjnych pomiędzy usługami (compute, storage, bazy danych, eventing) • Zaprojektowaniu podejścia do Infrastructure as Code i automatyzacji na poziomie enterprise • Wbudowaniu observability i telemetry jako obowiązkowego elementu kontraktu platformowego • Zaprojektowaniu mechanizmów inventory oraz reconciliation (Discovery/Inventory/Telemetry) • Zapewnieniu spójności architektonicznej w złożonym środowisku technologicznym • Pełnieniu roli technicznego autorytetu w rozmowach z architektami, zespołami domenowymi i operacyjnymi

• Ensure the high-quality delivery of software by building and maintaining tools used by software engineers and data scientists • Work on our self service internal developer platform used by engineering teams to deploy containers, serverless functions and cloud resources • Maintain and improve our observability stack • Drive improvements in security, reliability, cost efficiency and performance • Troubleshoot large-scale distributed systems • Work closely with product engineering teams to enable efficient project delivery • Support our production environment as part of an on call rota, help with triage and resolution when issues arise

• Provide timely and effective technical support to end-users regarding GenAI Platform (e.g., platform access, capabilities, models, API usage, etc.). • Document support interactions, troubleshooting steps, and resolutions in a ticketing system. • Triage and resolve user issues related to platform access, Generative AI model performance, API connectivity issues, and other GenAI Platform functionalities. • Act as the initial point of contact for all support inquiries, including general questions, “How-to” and usability questions, basic troubleshooting, and incident reporting/ security-related issues, providing resources and support to cybersecurity related inquiries. • Help maintain a tech support playbook or Standard Operating Procedure (SOP) to manage, triage and track all tech support activities and inquiries. • Collaborate with Tier 2/3 and engineering teams to resolve complex technical challenges and provide customer feedback for platform improvements. • Stay up-to-date on the latest Platform features and best practices. • This position requires participation in an 8 hour shift schedule to provide coverage during core service hours from 0600 to 2200 EST on weekdays. • This position requires participation in a rotational weekend shift schedule to provide intermittent coverage during core service hours.

• Provide timely and effective technical support to end-users regarding GenAI Platform (e.g., platform access, capabilities, models, API usage, etc.). • Document support interactions, troubleshooting steps, and resolutions in a ticketing system. • Perform in-depth diagnostics and root cause analysis (RCA) for novel issues, including complex integration, performance, or latency issues. • Act as the initial point of contact for security-related issues, providing resources and support to cybersecurity related inquiries, and escalating issues as needed to the proper authority. • Directly collaborate with Generative AI Operations (GenAIOps) and Software Engineering teams to communicate complex bugs, test potential fixes, and validate resolution. • Monitor system health, performance, and automated alerts to proactively identify and address emerging trends or system degradation before they impact the user base. • Collaborate with Tier 1/3 and engineering teams to resolve complex technical challenges and provide customer feedback for platform improvements. • Maintain oversight into user accounts, groups, licenses, and agreements. • Maintain awareness of configuration of new GenAI Platform features and applications. • Proficiently diagnose complex issues across various Linux OS environments, cloud networking (VPC, firewall, routing), authentication layers critical to the GenAI platform. • Create and maintain a tech support playbook or Standard Operating Procedure (SOP) to manage, triage and track all tech support activities and inquiries. • Compile and deliver weekly and monthly technical support metrics, conduct trend analysis to identify recurring issues and inform platform improvements • This position requires participation in an 8 hour shift schedule to provide coverage during core service hours from 0600 to 2200 EST on weekdays. • This position requires participation in a rotational weekend shift schedule to provide intermittent coverage during core service hours.