Important Requirement (Please Read Before Applying)
This role requires:
- Willingness to work in rotational shifts (IST & EST time zones)
- Availability to work on weekends (mandatory as per shift schedule)
Please apply only if you are comfortable with the above requirements.
Company Overview:
Accrete AI is a dynamic and innovative company focused on transforming the future of artificial intelligence. We specialize in creating advanced AI solutions that turn complex data into actionable insights, driving real-world impact for businesses and government organizations. Our team thrives on creativity and collaboration, working together to push the boundaries of AI technology.
At the core of our offerings are AI agents—autonomous systems that analyze multimodal data, generate insights, and make intelligent recommendations. These agents help businesses streamline operations, improve decision-making, and empower government entities to enhance security, intelligence, and operational efficiency.
About the Role:
We are looking for an Application Support Engineer (L1/L2) to ensure the stability, reliability, and smooth functioning of our production systems.
This role acts as the first line of defense for system monitoring and incident response, ensuring that issues are identified early, resolved quickly, and escalated appropriately.
The ideal candidate should be comfortable working in a high-availability, fast-paced environment, handling alerts, monitoring data pipelines, and ensuring seamless platform operations.
Key Responsibilities:
Monitoring & System Health
- Monitor production systems using tools such as Datadog, CloudWatch, and internal dashboards
- Track system health across APIs, data pipelines, databases, and third-party integrations
- Identify anomalies and validate alerts to reduce false positives
- Respond to system alerts in real-time (failures, latency spikes, downtime)
- Perform initial incident triage and identify impacted components
- Execute predefined runbooks and recovery actions (job restarts, retries, etc.)
- Escalate issues to engineering teams when required
- Monitor scheduled jobs and workflows (e.g., Dagster, SageMaker, batch pipelines)
- Identify missing, delayed, or failed data processes
- Trigger re-runs or escalate issues to relevant teams
Third-Party & Vendor Monitoring
- Monitor failures in external APIs, proxies, and vendor systems
- Coordinate with internal teams for resolution
- Track and highlight recurring vendor-related issues
- Perform basic database health checks including:
- Connection issues
- Slow queries
- Replication lag
- Storage utilization
- Raise alerts for any anomalies
- Follow standard operating procedures and runbooks for known issues
- Maintain clear logs of actions taken during incidents
- Ensure proper closure and documentation of incidents
Reporting & Shift Handover
- Maintain incident logs and reports
- Provide structured shift handovers to ensure continuity
- Highlight recurring issues and patterns for further analysis
(To set the right expectations clearly)
- No deep debugging or code-level fixes
- No infrastructure changes
- No ownership of alert configurations (handled by SRE/Engineering teams)
Required Qualifications:
Must Have- Strong understanding of APIs and HTTP status codes
- Experience with monitoring tools/logs (Datadog, CloudWatch, Grafana, Kibana, etc.)
- Basic knowledge of SQL (queries, data validation checks)
- Ability to work with dashboards, alerts, and incident tracking systems
- Experience in incident management / production support environments
- Exposure to AWS services (CloudWatch, Lambda basics, etc.)
- Understanding of data pipelines and batch processing systems
- Familiarity with observability tools and logging systems
- Ability to stay calm under pressure during incidents
- Strong communication and coordination skills
- High level of ownership and follow-through
- Ability to work in a 24x7 support environment with rotational shifts
Why Join Us
- Opportunity to work on high-scale AI-driven systems and platforms
- Exposure to real-time production environments and incident management
- Collaborative and fast-paced engineering culture
- Strong learning and growth opportunities within platform and SRE functions
- Competitive compensation and benefits
Accrete is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
