Production Support AI Engineer

Every day Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit debit prepaid and merchant services. Our worldwide team helps over 3 million companies more than 1300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

At this time we are unable to offer visa sponsorship for this position. Candidates must be legally authorized to work for any employer in the United States (or (applicable country) on a full-time basis without the need for current or future immigration sponsorship.

Production Support AI Engineer

Enterprise AI/ML Organization

OVERVIEW

We are looking for a detail-oriented and technically strong Generative AI Production Support Engineer to join our AI Operations team. In this critical role you will be responsible for monitoring diagnosing and resolving production incidents across our generative AI solutions. Youll work closely with AI engineering platform and governance teams to ensure the stability reliability and performance of deployed models and agentic solutions across the enterprise. You will join a dynamic team passionate about learning applying cutting-edge and cost effective technologies and innovating to deliver high-quality AI solutions.

RESPONSIBILITIES

• Serve as the first line of defense for production GenAI incidents ensuring rapid triage root cause analysis and resolution.

• Monitor system health and performance of deployed AI applications agentic and RAG-based solutions MCPs and orchestration platforms.

• Track and investigate issues related to latency failures model drift hallucination prompt misbehavior or broken integrations escalating to the AI engineering group where appropriate.

• Collaborate with AI and platform engineers to implement observability logging and alerting best practices for all GenAI services.

• Build diagnostic tools runbooks and automated workflows to improve incident response time and reduce manual intervention.

• Maintain knowledge bases and playbooks for repeatable troubleshooting and knowledge transfer.

• Partner with governance and compliance teams to ensure incidents are documented and remediated in line with internal policy.

• Contribute to postmortems and continuous improvement efforts to harden production systems.

Must Haves:

• 3 years of experience in production support site reliability engineering (SRE) or DevOpspreferably supporting GenAI and/or ML systems.

• Strong understanding of cloud infrastructure (AWS GCP) and AI observability tools (e.g. Fiddler AI Arize AI IBM etc.).

• Experience with LLM and GenAI systems (OpenAI Azure OpenAI Bedrock Vertex AI or similar).

• Familiarity with modern orchestration and agentic frameworks such as LangChain LangGraph Autogen or CrewAI.

• Proficiency in Python or shell scripting for automation and troubleshooting.

• Strong analytical communication and incident management skills.

• Bachelors degree in Computer Science Engineering or a related field.

• 3 years of experience in AI/ML engineering with a focus on Generative AI.

• Proficiency in programming languages such as Python

• Strong understanding of Generative AI models (e.g. GPT Transformer architectures) and experience in distilling tuning and training them.

• Familiarity with Retrieval Augmented Generation (RAG) techniques and their implementation.

• Experience with agentic AI concepts and developing autonomous AI workflows.

• Hands-on experience with GCP Vertex AI AWS Bedrock Sagemaker and Snowflake Cortex platforms and their AI/ML capabilities..

• Experience with machine learning frameworks (TensorFlow PyTorch Hugging Face Transformers).

• Experience with AI frameworks such as LangChain LlamaIndex LangGraph CrewAI AutoGen etc.

• Experience with Natural Language Processing (NLP) and building conversational AI agents.

• Experience with vector databases (eg. Pinecone MongoDB Atlas OpenSearch pgVector FAISS Qdrant etc)

• Experience building production-grade AI/ML systems at scale.

• Knowledge of MLOps practices including model deployment and lifecycle management.

• Excellent problem-solving and analytical skills.

• Excellent communication and collaboration skills.

Bonus Attributes:

• Familiarity with Prompt Engineering RLHF and model evaluation techniques.

• Understanding of AI governance safety and responsible principles.

• Understanding of reinforcement learning and its application in agentic AI.

• Familiarity with big data technologies (Apache Spark Kafka)

• Experience with CI/CD tools and automation for AI/ML workflows.

• Familiarity with Snowflakes cloud integrations.

• Experience with real-time data processing and streaming analytics.

• Publications or contributions to open-source projects in the AI/ML field.

Abilities:

• Ability to work proactively with a high level of initiative and accuracy.

• Ability to manage multiple assignments effectively and meet established deadlines.

• Strong interpersonal skills to interact professionally with staff and stakeholders.

• Excellent organizational skills and attention to detail.

• Critical thinking ability ranging from moderately to highly complex tasks.

• Flexibility in adapting to changing business needs and priorities.

• Ability to work creatively and independently with minimal supervision.

• Ability to utilize experience and judgment in accomplishing goals.

• Experience in navigating organizational structures and collaborating across teams.

Travel Required: 2%

Physical Demands:

• Standing/ Walking minimal level

• Sitting moderate to high level

• Lifting up to 15 lbs.

• Visual Concentration high level

• Work Environment typical office environment.

Position Type and Expected Hours of Work: Full Time

Disclaimer:

The above statement is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of responsibilities duties and skills required.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race color religion sex (including pregnancy) national origin ancestry age marital status sexual orientation gender identity or expression disability veteran status genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website please contact .