Verified today
Principal Technical Support Engineer
About the role
Saviynt, an AI‑powered identity platform, seeks a Principal Technical Support Engineer to lead AI/ML initiatives that automate and enhance customer support workflows. The role involves designing production‑grade AI/ML systems, building LLM‑powered solutions (RAG, ticket routing, sentiment analysis, predictive insights, automated responses), developing conversational AI and agentic workflows, and identifying high‑impact automation opportunities. Responsibilities include full lifecycle ownership of AI projects, establishing MLOps practices (model versioning, observability, retraining), architecting scalable APIs and microservices for integration with CRM and ticketing systems, and collaborating with cross‑functional teams to deliver measurable business outcomes. The position requires strong expertise in Python, PyTorch/TensorFlow/Hugging Face, NLP/LLM, RAG, vector databases, AWS (Bedrock), MLOps, Docker, Kubernetes, and compliance (SOC2, GDPR).
What you’ll do
- Design and deploy production‑grade AI/ML systems that automate and augment customer support workflows.
- Build and scale LLM‑powered solutions including RAG architectures, intelligent ticket routing, sentiment analysis, predictive insights, and automated response generation.
- Develop conversational AI systems and agentic workflows for autonomous case handling.
- Identify high‑impact AI leverage points across support operations and translate them into measurable automation initiatives.
- Continuously evaluate emerging foundation models and AI tooling in the market; benchmark performance, cost, safety, and latency to assess where we stand and recommend adoption when strategically justified.
- Own the full lifecycle of AI initiatives from ideation through deployment, monitoring, and optimization.
- Establish and mature MLOps practices including model versioning, observability, retraining pipelines, and cost‑performance governance.
- Architect scalable APIs and microservices for AI integration across CRM, ticketing, and knowledge platforms.
- Partner with Product, Support Operations, Data Engineering, Security, and Leadership teams to deliver measurable business outcomes.
- Communicate technical architecture decisions and ROI clearly to executive stakeholders.
What you’ll bring
- 7+ years of software engineering experience, including 4+ years in AI/ML.
- Strong hands‑on experience with Python and modern ML frameworks (PyTorch, TensorFlow, Hugging Face).
Nice to have
- AI/ML certifications (AWS ML Specialty or equivalent) preferred.
- Strong executive communication skills and ownership mindset.