Technical Support Engineer
Nurix
IT, Customer Service
Bengaluru, Karnataka, India
Posted on Aug 12, 2025
Job Role: Product Solution Engineer
Location: Bangalore (on-site)
About Nurix
At Nurix Labs, we envision a world powered by super-intelligent AI agents that transform how businesses engage with customers. Our cutting-edge AI agents do more than just solve problems, they create opportunities. From suggesting next purchases to boosting revenue while maintaining customer satisfaction, to analyzing vast datasets for actionable insights, our technologies shape your business and product strategies. By resolving queries with precision and delivering highly personalized interactions, we redefine the customer experience and drive measurable impact.
Nurix.ai is at the forefront of AI innovation, developing cutting-edge AI and LLM solutions to enhance productivity and automation. Backed by $27.5M in seed funding, we are building next-gen AI-driven applications that redefine human-machine collaboration. We are pioneering the AI revolution as India’s first scaled AI services company. We deliver cutting-edge AI and LLM solutions tailored for the dynamic needs of the modern world. Backed by robust funding we are a vibrant, young team set on redefining technological boundaries. Join us in building the future, where every interaction is smarter, faster and more impactful.
Role Overview
We are looking for a Product Solution Engineer to support our enterprise clients in ensuring the stability, performance, and continuous improvement of custom-deployed conversational AI agents. This role sits at the intersection of client success, technical operations, and product evolution. You will be the first line of response for escalations, managing the incident desk, executing minor updates directly via the platform, and coordinating with the original solution engineers who built the deployment during the custom phase. Your mission: safeguard deployment health, manage change requests efficiently, and ensure clients get maximum value from their AI agents.
Key Responsibilities
Client Incident Management:
- Serve as the primary point of contact for client-reported incidents and escalations.
- Diagnose and resolve platform-level issues, applying minor updates or fixes directly.
- Ensure timely resolution of incidents with clear communication to stakeholders.
Deployment Stability & Maintenance
- Monitor deployed AI agents for performance, accuracy, and reliability.
- Implement configuration or workflow tweaks to optimise agent behaviour.
- Maintain alignment with agreed client KPIs and success metrics
Change Request & Enhancement Management
- Intake, assess, and scope client change requests for AI agent updates.
- Implement non-complex changes directly; escalate complex updates to the solution engineering team.
- Coordinate with original build-phase engineers to ensure continuity and technical integrity.
Cross-Team Collaboration
- Work closely with engineering, product, and client success teams to ensure smooth operations.
- Provide feedback to product teams based on real-world deployment learnings.
- Support training and enablement for client teams on new updates or features.
Continuous Improvement
- Identify patterns in incidents to proactively suggest platform or process improvements.
- Leverage client insights to recommend enhancements to agent workflows & platform team.
Required Qualifications
- Bachelor’s degree in Computer Science, Engineering, or related technical field.
- 3–5 years’ experience in technical account management, product support engineering, or solution engineering roles.
- Strong understanding of conversational AI and enterprise system integrations.
- Proven track record in managing client escalations and maintaining complex deployments.
- Excellent troubleshooting and problem-solving skills with a structured approach.
- Ability to work in a fast-paced environment with shifting priorities.
Preferred Skills
- Familiarity with LLM-powered AI agents and workflow automation tools.
- Experience with API integrations and cloud platforms (AWS/GCP/Azure).
- Understanding of enterprise security and compliance best practices.
- Experience in BFSI, Retail, or E-commerce sectors is a plus.
Why Join Nurix AI?
- Work at the cutting edge of AI and enterprise technology
- Be part of a mission-driven, high-growth startup
- Direct impact on products used by large-scale enterprise clients
- A vibrant and dynamic work environment fostering professional growth and innovation.
- Competitive compensation and performance-based incentives.
- A front-row seat in the GenAI revolution, working with a team of passionate, like-minded innovators.