Lead Support Engineer Support Manager AI Platform

Oteemo is an industry-leading technology consulting firm at the forefront of AI-driven, cloud native, enterprise DevSecOps transformation. We build intelligent, automated, secure systems for organizations tackling their toughest technical and business challenges and we're pushing the boundaries of what AI, generative AI, and agentic systems can do in production, not just in theory. Join us and you'll work alongside recognized experts on cutting-edge projects that blend cloud native architecture, extreme automation, and AI/ML at the core. We foster a dynamic, inclusive, and collaborative culture built on continuous learning, where your ideas shape real outcomes for our clients. If you're passionate about building what's next in AI and cloud technology and want to do it with a team that sets the standard rather than follows it, Oteemo is where you belong.

Lead Support Engineer / Support Manager – AI Platform
Experience: 8-12 Years
Shift: US Eastern overlap; leads on-call
Location: Hyderabad 

Role:

Build and lead the Hyderabad AXIOM support team, act as the final technical escalation point in India, and partner with Engineering, Product and our Forward Deployed Engineers. The role is about half hands-on and half leadership.

What you will do:

• Hire, onboard, manage and train a team of four engineers, and run the shift and on-call rotation.
• Own Severity 1 and 2 incidents end to end, including customer communication and root cause summaries.
• Lead security-related incidents with the security team.
• Set up runbooks, the knowledge base, support tooling and lab environments, and report support KPIs.
• Serve as senior contact for key accounts and feed recurring issues back to Product and Engineering.

What you will bring

• 8–12 years in enterprise software support, SRE or platform engineering, including 2+ years leading engineers.
• Strong hands-on Kubernetes (Helm) and experience with AWS, Azure or GCP.
• Working knowledge of LLM APIs, RAG, vector stores and agent frameworks, plus MongoDB, Redis, PostgreSQL/pgvector and Node.js logs.
• Experience with SSO/identity (Okta, Entra ID), observability tools and enterprise incident management.
• Nice to have: regulated-industry support (BFSI, healthcare), MCP integrations, CKA/CKS or ITIL.

8–12 years in enterprise software support, SRE or platform engineering, including 2+ years leading engineers.

All your information will be kept confidential according to EEO guidelines.