AI Support Engineer

IQVIA AG seeks a Mid-level AI Support Engineer in Zürich to provide technical support for Agentic AI products within regulated clinical environments.

This position sits within the Clinical AI & Technology Innovation team, focusing on the technical support engineering for Agentic AI solutions. The role serves as a critical bridge between end users, product teams, and engineering, ensuring the stable operation and continuous improvement of multi-agent workflows in production.

Responsibilities

• Act as the primary technical contact for users across various Agentic AI offerings, handling first and second-line support requests.
• Monitor system health, triage incidents, and resolve issues related to agent orchestration, tool execution, data access, and model performance.
• Analyze execution logs, prompts, and telemetry to perform root cause analysis and distinguish between model, orchestration, data, or user-related failures.
• Collaborate with AI engineers and architects to translate operational insights into prompt refinements, guardrail updates, and workflow improvements.
• Serve as a human-in-the-loop escalation point to ensure agent outputs remain understandable and explainable for users.
• Provide hands-on troubleshooting guidance to help users effectively utilize Agentic AI products.
• Maintain a comprehensive knowledge base detailing agent behavior, common failure modes, limitations, and safe usage patterns.
• Track and report on operational KPIs, including success rates, latency, throughput, and issue detection metrics.
• Proactively identify opportunities to reduce manual effort, enhance reliability, and boost user trust.
• Participate in product and engineering syncs to embed operational feedback into the software development lifecycle.

Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related discipline.
• Four to seven years of experience supporting complex production systems.
• Strong proficiency in Python for debugging, scripting, and data analysis.
• Strong proficiency in SQL for data investigation and validation.
• Experience in analytics, technology, or consulting, with exposure to AI or complex data system production.
• Hands-on experience supporting distributed production systems, preferably involving AI/ML components or data-intensive applications.
• Ability to work effectively with global, cross-functional teams in fast-paced, service-oriented environments.

Nice to have

• Familiarity with Agentic AI concepts, including agents, tools, orchestration, and guardrails.
• Interest in logs, telemetry, and observability practices within AI systems.
• Experience with Agentic libraries such as LangChain, LangGraph, or LangSmith.
• Exposure to big-data or distributed technologies like Hive, Kafka, HDFS, or Impala.
• Basic understanding of Machine Learning fundamentals, particularly regarding production behavior and limitations.