AI Support Engineer
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Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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 firstline and secondline technical support for multiagent 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 multiagent 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 userinput 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. HumanintheLoop & User Enablement
Act as a humanintheloop escalation layer ensuring that:
o Agent outputs are understandable and explainable to users
o Users receive clear guidance when agent confidence thresholds or guardrails are triggered.
o Provide handson guidance and troubleshooting to help users make effective use of Agentic AI products including interpretation of agent decisions and outputs.
4. Knowledge Base & Operational Readiness
Develop and maintain a living knowledge base covering:
o Agent behavior FAQs
o Common failure modes and resolutions
o Known limitations guardrails and safeusage patterns
Keep documentation continuously updated to reflect:
o New agent capabilities
o Model upgrades
o Workflow changes and feature releases
5. Continuous Improvement & AI Health Monitoring
Track and publish operational KPIs and AI health indicators including:
o Agent success/failure rates
o Latency and throughput
o Userreported issues vs. Systemdetected issues
Proactively identify opportunities to:
o Reduce operational toil
o Improve agent reliability
o Increase user trust and adoption
6. CrossTeam Collaboration
Collaborate closely with:
o Product Managers and Product Owners
o Engineering teams
o Data platform and upstream/ downstream application teams
Participate in regular product and engineering syncs to ensure operational feedback loops are embedded into the Agentic AI Software Development Lifecycle (SDLC).
Essential Experience
Experience across analytics technology or consulting with exposure to production of AI or complex data systems.
Handson experience supporting complex distributed production systems preferably involving:
o AI/ML components
o Workflow orchestration
o Dataintensive applications
Experience working with global crossfunctional teams in fastpaced serviceoriented environments
Technical & Professional Requirements
Bachelors degree in Computer Science Engineering Information Technology or related field
47 years of experience supporting complex production systems.
Strong proficiency in:
o Python (for debugging scripting and analysis)
o SQL (for data investigation and validation)
Familiarity or strong interest in:
o Agentic AI concepts (agents tools orchestration guardrails)
o Logs telemetry and observability in AI systems
o Agentic libraries such as LangChain LangGraph LangSmith
Exposure to bigdata or distributed technologies (e.g. Hive Kafka HDFS Impala) is a plus
Basic understanding or willingness to learn Machine Learning fundamentals particularly as they relate to production behavior and limitations
Key Behavioral Attributes
Strong analytical mindset with the ability to reason about AI system behavior endtoend
Clear and confident communicator able to explain complex agent behaviors to nontechnical users
Proactive selfmotivated and continuously curious about emerging AI technologies
Comfortable operating at the intersection of users AI systems and engineering teams
IQVIA is a leading global provider of clinical research services commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at
IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements misrepresentations or material omissions during the recruitment process will result in immediate disqualification of your application or termination of employment if discovered later in accordance with applicable law. We appreciate your honesty and professionalism.
Required Experience:
IC
Key Skills
About Company
IQVIA is the Human Data Science Company™. We are inspired by the industry we serve and provide solutions that enable life sciences companies to innovate with confidence, maximize opportunities and ultimately drive human health outcomes forward. Our approach is Human Data Science – a d ... View more
