Senior Technical Support Engineer

Ready to build the future with AI?

At Genpact, we don't just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges.

If you want to build production agentic AI that makes real operational decisions — not a demo, not a slide deck — and lead the engineers who build it alongside you, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions — we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Technical Lead, Proactive Support (AI Engineering)!

Build and lead the agentic AI engine that lets our support organization prevent problems instead of reacting to them.

Job Title

Technical Lead, Proactive Support (AI Engineering)

Location

Israel – Netanya (Hybrid)

About the Role

As Technical Lead, Proactive Support (AI Engineering), you will build and lead a team of AI/ML engineers responsible for our Proactive Support Engine — an agentic system that reads support tickets, correlates them with deployment history, monitoring signals (logs, traces, alerts), and R&D's own data and tools, and turns that into fast, accurate diagnoses and, where it's safe to do so, automated fixes.

This is a hands-on role: you'll be architecting agents, writing code, and reviewing your team's work — not just running standups. Done well, this engine becomes the backbone that lets Tier 1/2 give customers fast, correctly-routed answers, and lets our Delivery teams catch problems before they ever reach production.

As the practice matures, you'll grow into leading a broader engineering team of developers who build and maintain this platform — a new practice we're building inside Support — working in close, constant partnership with R&D and Cloud.

Key Responsibilities

Team Leadership & Hands-On Engineering

• Build, lead, and grow a team of AI/ML engineers who design, build, and operate the Proactive Support Engine.

• Stay hands-on: design agent architecture, write code, and review your team's work rather than only planning it.

• Coach engineers on production-grade AI engineering practices — evaluation, guardrails, observability of the agents themselves, and safe, staged rollout.

• As the team and practice mature, grow into leading a broader engineering group of developers who build and maintain the platform, in close partnership with R&D and Cloud.

Building the Proactive Support Engine

• Own the AI Triage & Diagnosis Agent: reads incoming tickets, pulls relevant logs, traces, and historical context, and drafts a diagnosis and suggested fix.

• Own Guarded Auto-Remediation: match known failure signatures to pre-agreed runbooks and act automatically within tightly scoped, safe boundaries — logging every action for review.

• Own the Continuous Improvement Loop: every time an engineer overrides or corrects an automated decision, capture it and use it to grow the system's automated fix library over time.

• Integrate signal from across the stack — deployments and the release pipeline, monitoring (logs, traces, alerts), support ticket data, and R&D's own data and tooling — into one coherent engine rather than isolated point solutions.

Shifting Support Left

• Partner with Delivery teams so the engine's checks run pre-deployment, catching issues before they ever reach customers, not just responding faster once they do.

• Give Tier 1/2 fast, accurate answers and correct ticket routing, cutting time-to-resolution and repeat escalations.

• Track and report on outcomes that matter: fewer tickets raised in the first place, the team's ability to absorb rising ticket volume without headcount growing at the same rate, and steadily improving quality as the AI layer learns from real cases.

Cross-Functional Collaboration

• Work closely with R&D, Cloud, and Product on the data, APIs, and access the engine needs to operate and improve.

• Represent the proactive-support roadmap to leadership, translating technical decisions into business impact.

Qualifications We Seek in You

Required Qualifications

• Proven experience as a hands-on engineer building and shipping production systems, with real ownership of architecture and code — not only a coordination or oversight role.

• Practical experience building, deploying, or operating LLM-based agents or applied ML systems in a live, production environment.

• Strong Python skills.

• Working knowledge of SQL and comfort reasoning over logs, traces, and other observability data.

• Experience with a cloud platform (Azure preferred), including production deployment and monitoring.

• Some experience leading, mentoring, or informally guiding other engineers.

• Excellent English communication skills, with the ability to explain technical trade-offs to both engineers and non-technical stakeholders.

Preferred Qualifications / Skills

• Exposure to agent/orchestration frameworks (e.g., LangChain, MCP-based tooling) and to building or tuning prompts and workflows on top of LLMs.

• Familiarity with observability platforms such as Grafana or Prometheus.

• Exposure to Azure AI Foundry / Azure OpenAI, Azure DevOps, Kubernetes/Docker.

• Experience integrating with ticketing/ITSM platforms such as ServiceNow.

• Experience working in or alongside a support or operations organization.

Personal Qualities

If you relate to the following, then let's talk:

• I want to see my AI systems make real decisions in production, not just demo well.

• I'm a hands-on builder who also enjoys growing the engineers around me.

• I'm comfortable owning an ambiguous, evolving roadmap and making the call on what to build next.

• I like working close to R&D and infrastructure teams, not in a silo.

• I'm an autodidact who has the patience to learn via trial and error.

Why Join Genpact?

• Build agentic AI that ships — own production systems that make real operational decisions, not prototypes

• Lead and grow — build a team of AI engineers from the ground up, and grow into leading a broader development practice

• Work at the source — partner directly with R&D and Cloud on the platforms your agents run on

• Accelerate your career — gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills

• Committed to ethical AI — work in an environment where governance, transparency, and security are at the core of everything we build

• Thrive in a values-driven culture — our courage, curiosity, and incisiveness — built on a foundation of integrity and inclusion — allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.

Let's build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

• Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.