Technical Support Generalist (Python / MLOps)

Job Title: Technical Support Generalist (Python / MLOps)

Location: Remote – LATAM

Type of Contract: Contract (Staff Augmentation, Renewable)

Salary Range: Market Rates

Language Requirements: Professional English communication required; ability to collaborate with global teams during UK business hours preferred.

We are seeking a skilled Technical Support Generalist (Python / MLOps) with experience in backend platform support, troubleshooting, and escalation engineering to join a growing engineering team. You will play a key role in supporting an AI-driven machine learning platform by diagnosing issues, resolving technical escalations, and maintaining critical backend systems. Your work will directly impact platform stability, operational efficiency, and the engineering team’s ability to focus on strategic initiatives.

Key Responsibilities

• Troubleshoot configuration, setup, and operational issues across a machine learning platform backend.
• Investigate customer-specific data ingress and egress workflows to identify and resolve data-related issues.
• Perform root cause analysis on backend incidents and escalate complex platform issues when deeper engineering support is required.
• Serve as the second level of technical support for internal client services and professional services teams.
• Explain platform behavior, model outputs, and interpretability concepts to internal stakeholders in a clear and actionable manner.
• Apply minor bug fixes, maintenance updates, and targeted improvements to platform tooling and support systems.
• Create and execute SQL queries, Python scripts, and diagnostic tools to validate system behavior and troubleshoot issues.

Must-Have Qualifications

• 2–5 years of experience in technical support, platform support, escalation engineering, solutions architecture, or a related technical role.
• Proven ability to independently troubleshoot issues, identify root causes, and communicate resolution paths effectively.
• Working knowledge of Python for troubleshooting, scripting, and implementing minor fixes.
• Solid SQL skills for querying data, investigating issues, and validating system behavior.
• Understanding of cloud-based applications, backend systems, and relational databases.
• Strong written and verbal communication skills with the ability to translate technical findings for non-technical stakeholders.
• Degree in Computer Science, Information Systems, Engineering, or equivalent hands-on technical experience.

Preferred Qualifications

• Experience with AWS, Snowflake, and PostgreSQL.
• Exposure to machine learning platforms, MLOps environments, or AI-powered products.
• Familiarity with model explainability and interpretability concepts.
• Experience with workflow orchestration tools such as Prefect or Airflow.
• Background as a Solution Architect, Escalation Engineer, Professional Services Engineer, or similar SaaS platform support role.
• Familiarity with AI-assisted development tools such as Claude Code or Cursor.