AI Support Engineer

Application Development

• Design, build, and maintain features, integrations, and defect fixes across the Group's AI applications.
• Deliver changes through the team's standard development and review workflow.
• Implement changes to a standard that passes senior code review.
• Contribute to technical design discussions for new and existing AI applications.
• Use AI development tools to work efficiently, while remaining accountable for the quality of the output.

Testing and Quality

• Establish and maintain automated testing for AI applications.
• Integrate automated test execution into the release process so that changes are verified before reaching production.
• Establish evaluation and regression testing for AI behaviour, covering prompts, model outputs, and agent workflows.
• Validate model, prompt, and provider changes before release.
• Maintain test cases and test data, and verify defect fixes and releases before they reach users.
• Report test results and quality risks, and raise concerns where the evidence does not support release.

Application Support

• Provide second-line application support, triaging reported issues and establishing their impact.
• Reproduce and diagnose defects, resolving them in code where possible.
• Escalate complex or high-impact problems with clear technical detail.
• Agree service levels and incident severity definitions with each application's business owner, and establish the means to report against them.
• Track recurring issues and feed them into the product backlog.
• Provide practical guidance to users of AI applications.

Monitoring, Documentation and Continuous Improvement

• Monitor the health, reliability, and output quality of AI applications.
• Translate what monitoring shows into prioritised fixes and improvements.
• Maintain technical documentation for supported applications.
• Contribute to improving the team's development, testing, and release practices.
  • Apply data privacy and security obligations when working with AI applications and the data they process.