AI Support Operations Engineer

Acronis is a global leader in cyber protection, delivering AI-powered protection for productive MSPs in a single, natively integrated platform that unifies operations management, cybersecurity, and data protection. Driven by our mission to protect, manage and automate every workload that businesses and lives depend on, we’ve built the industry’s only all-in-one solution.

As a Support AI Operations Engineer, you will play a key role in implementing, maintaining, and optimizing AI‑driven tools used across the Support department. Working under the Support AI Operation Manager, you will focus on technical execution, reliable system operations, monitoring, troubleshooting, and continuous improvement of AI solutions that enhance efficiency, automation, and customer experience.

What You’ll Do

• Deploy, configure, and maintain AI tools and automations used in Support.
• Monitor AI system performance, data flows, and logs to ensure stability and accuracy.
• Troubleshoot issues with AI models, integrations, and workflows.
• Build and maintain scripts, automations, and connectors.
• Support API‑based integrations with cloud and internal systems.
• Evaluate AI outputs and help improve prompts, RAG and agentic AI workflows.
• Prepare datasets and maintain documentation for tools, workflows, and configurations.
• Research new AI capabilities and propose improvements.

What You Bring

• Experience with scripting or programming for automation (Python, JavaScript) and familiarity with low‑code/no‑code tooling.
• Solid understanding of REST APIs, webhooks, and cloud‑based service integrations.
• Hands‑on experience or familiarity with Azure AI Services, Azure ML, or comparable AI platforms.
• Practical knowledge of AI development frameworks such as LangChain and Langfuse, including LLM orchestration and observability best practices.
• Experience using AI‑coding assistants (e.g., GitHub Copilot, Windsurf) to accelerate development and improve code quality.
• Understanding of SQL/NoSQL databases and foundational data pipeline concepts.
• Experience with prompt engineering, embeddings, vector databases, retrieval‑augmented generation (RAG), MCP tools and agentic workflows.
• Experience with monitoring and analytics tools (PowerBI, Azure Monitor, ELK, etc.) is a plus.
• Strong troubleshooting skills with the ability to diagnose and resolve issues across distributed or integrated systems.
• Experience with chatbot development platforms is a plus.
• Prior experience working in customer support environments is a plus.
• A growth mindset with strong curiosity, adaptability, and the ability to collaborate effectively across teams.

Please submit your resume and application in English.

Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations, and ordinances.