AISupportEngineer

**Overall, Purpose of the Job** We are hiring for the AI & Technology Solutions (ATS), Clinical AI & Technology Innovation (CAITI) – Technical Support Engineering (TSE) team. This team is responsible for operating, supporting, and continuously improving Agentic AI products running in regulated production environments. The role focuses on first‑line and second‑line technical support for multi‑agent AI workflows, ensuring that AI agents, orchestration layers, data pipelines, and downstream integrations operate reliably, safely, and in line with enterprise and regulatory expectations. The incumbent will act as a key interface between end users, AI product teams, and engineering, enabling rapid issue resolution, operational insights, and continuous learning across Agentic AI systems developed by the ADSC team. **Principal Accountabilities** 1\. Agentic AI Production Support & Operations · Serve as the single point of contact (L1/L2) for users of Agentic AI products across multiple ADSC offerings, supporting multi‑agent workflows in live production environments. · Monitor, triage, and resolve incidents related to: o Agent orchestration and failures o Tool/ skill execution errors o Data access and pipeline issues o Model degradation or unexpected agent behavior · Ensure stable, predictable, and auditable operation of AI agents in regulated clinical and analytics contexts. 2\. Agent Behavior Analysis & Root Cause Investigation · Analyze agent execution logs, prompts, tool calls, and system telemetry to: o Identify failure patterns o Perform root cause analysis (RCA) across agent, application, and infrastructure layers o Distinguish between model issues, orchestration logic issues, data issues, and user‑input driven failures · Work closely with AI engineers and architects to feed operational insights back into: o Prompt improvements o Agent policy and guardrail refinement o Workflow and orchestration enhancements 3\. Human‑in‑the‑Loop & User Enablement · Act as a human‑in‑t