AI Support Engineer
Future Secure AI is a rapidly scaling AI company co-developed with one of the world's largest financial institutions. Operating with the agility of a startup and the backing of global enterprise leaders, we are building technology that elevates human performance through advanced AI Co-Workers and next-generation LLM systems.
With deep C-suite access across industries and a growing network of global partners, our mission is bold: to redefine how humans and AI collaborate - and deliver 10x outcomes for individuals and organisations.
We are growing fast and looking for exceptional talent to help shape the future of AI.
The Opportunity
Key responsibilities
- Monitoring and detection: respond to ATLAS alerts; perform scheduled health checks and reactive monitoring on Classic; watch availability, performance, integration health, usage or cost anomalies, and AICW output-quality signals.
- Incident management: triage by priority; restore service using runbooks (restarts, queue clears, failovers, credential rotation, pre-approved configuration fixes); diagnose root cause; escalate code-level issues to Delivery and Engineering and platform or infrastructure issues to the DevOps and Infrastructure Engineer, with clear reproduction; support P1s alongside the Service Delivery Manager.
- Service requests: fulfil access, configuration, reporting and scheduled-task requests within SLA.
- Operational readiness and knowledge: contribute to operational acceptance of new AICWs; write and maintain runbooks and known-error notes; keep the service catalogue current.
- Quality and safety: recognise and act on guardrail, safety and security signals; invoke the kill-switch or disable path per runbook and escalate immediately when an AICW behaves unsafely or leaks data.
- Customer service: provide clear, professional incident updates and protect customer experience. Customer personal data is handled only within approved systems.
- Improvement: identify monitoring and automation improvements and reduce manual toil, especially on Classic.
Required skills and experience
- 2+ years of experience in software engineering, application support, production engineering, SRE, or a similar technical role.
- Strong programming skills with the ability to understand, debug, and troubleshoot application code.
- Hands-on experience with incident management, production troubleshooting, and resolving complex technical issues in a structured manner.
- Ability to analyse application logs, metrics, traces, and dashboards to identify root causes and drive resolution.
- Experience working with cloud environments such as AWS, Azure, or GCP.
- Comfortable working with APIs, databases, integrations, and modern software development practices.
- Experience with automation, scripting, or improving operational workflows is highly desirable.
- Strong understanding of monitoring, alerting, and reliability practices.
- Excellent written and verbal communication skills, with the ability to collaborate across engineering and product teams.
- Willingness to participate in an on-call rotation and support production systems when required.
Desirable
- ITIL 4 Foundation.
- Exposure to AI, machine learning or AI-agent products, and to status-page and incident-communication tooling.
- An automation mindset.
- Experience with cloud platforms such as AWS, Azure, or GCP
Why Join Us?
- A high-performance culture
- State-of-the-art technology
- Experience world-class leadership
- Scale of impact and purpose
- A competitive salary and a huge growth trajectory
- Work with the best in the industry
- Flexible work environment
- Diversity and creativity
Disclaimer: We do not wish to be contacted by recruitment agencies. Our hiring process is managed in-house and the best way for candidates to express interest is by applying with your resume through our company website.
