Software Support Engineer

Software Support Engineer I (P2) Production AI (Developer Support)

Location: Los Angeles, CA (Hybrid)

Duration: 12 Month

Hybrid Mode: 3 Days from LA Office

JOB DESCRIPTION
As a Software Engineer I on the Production AI team, you'll play a critical role in supporting developers using our AI platforms and APIs. This is a hands-on, service-oriented engineering role focused on operating and improving internal AI systems, responding to developer needs, and driving efficiency through automation and documentation. You'll work at the intersection of engineering, support, and AI enablement helping Rioters successfully adopt cutting-edge AI tools in their workflows.
This role is ideal for an engineer who enjoys solving real user problems, thrives in fast-moving environments, and is excited to build foundational expertise in generative and agentic AI systems.
Must Have:
APIs & REST services, Python or Typescript, Debugging & troubleshooting, Cloud platforms (AWS/Google Cloud Platform), Logging & monitoring, Git/version control, Basic DevOps practices, Automation/scripting, Technical documentation
Nice to Have:
LLMs (ChatGPT, Claude, Gemini), Prompt engineering, Agentic AI workflows, Workflow automation tools, Developer support tooling, Observability tools (Datadog, Grafana), Containers (Docker), CI/CD pipelines
Responsibilities
Provide frontline developer support for Production AI tools and APIs by monitoring Slack channels, triaging requests, and resolving issues in a timely manner
Operate and maintain internal AI services, ensuring reliability, uptime, and a high-quality developer experience
Troubleshoot issues across APIs, integrations, and AI tooling, performing root cause analysis and driving resolution
Create and maintain clear, concise documentation, including usage guides, FAQs, and operational runbooks
Identify repetitive support patterns and build automations, tooling, or workflows to reduce manual effort and improve scalability
Partner with engineers and product teams to escalate issues, improve platform usability, and inform roadmap priorities
Contribute small features, fixes, and improvements to internal tools and services
Participate in on-call or operational support rotations as needed
Required Qualifications
2+ years of professional software engineering experience or equivalent practical experience
Strong foundational programming skills in at least one language (e.g., Python, Typescript, Java)
Experience working with APIs, debugging services, and supporting production systems
Familiarity with cloud environments, service monitoring, and basic DevOps practices
Strong problem-solving skills with the ability to debug ambiguous issues across systems
Clear communication skills and a customer-focused mindset when working with internal users
Ability to operate independently on well-scoped tasks while seeking guidance when needed
Desired Qualifications
Familiarity with generative AI tools (e.g., ChatGPT, Claude, Gemini) and their practical applications
Exposure to agentic AI systems, prompt engineering, or LLM-based workflows
Experience supporting internal developer platforms or tooling ecosystems
Experience writing technical documentation for developer audiences
Scripting or automation experience (e.g., Python scripts, workflow automation, bots)
Familiarity with observability tools (logging, metrics, alerting)
What You'll Learn / Grow Into
Operating and scaling AI-powered platforms used across a large organization
Applying LLMs and agentic systems to real-world developer workflows
Building automation and tooling to improve developer experience at scale
Collaborating across disciplines to deliver practical AI solutions

About AgreeYa:
AgreeYa is a global systems integrator delivering a competitive advantage for its customers through software, solutions, and services. Established in 1999, AgreeYa is headquartered in Folsom, California, with a global footprint and a team of more than 1,800+ professionals across offices. AgreeYa works with 550+ organizations ranging from Fortune 100 firms to small and large businesses across industries such as Telecom, Banking, Financial Services & Insurance, Healthcare, Utility & Energy, Technology, Public Sector, Pharma & Biotech, Retail, Client, and others.
Equal Opportunity:
AgreeYa is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, veteran status or other protected characteristics.