Aisera is a leading provider of AI Copilot solutions, utilizing AiseraGPT and Generative AI to facilitate business transformation and drive revenue growth through a self-service model. Aisera’s AI Copilot uses industry and domain-specific LLMs to deliver human-like experiencs and auto- remediate requests through AI workflows. With 400+ integrations and 1200+ prebuilt workflows, customers achieve 75%+ automation and 90% cost reduction. Aisera has received numerous recognitions, including Leader in the 2024 Gartner Magic Quadrant™ for Artificial Intelligence Applications in ITSM, FastCompany Best Workplaces for Innovators, Inc 5000 Award for Fastest Growth, Forbes AI50, EY Entrepreneur of the Year 2023, CNBC Upstart 100 Top Startup, Gartner Cool Vendor, Red Herring Top 100 Global Innovator, CIO Innovation Startup Award, CIO Review Top ITSM Solution, and Silicon Review 50 Most Admired Companies.
We give our employees a lot of responsibility and ownership of their work, and we hire people from a verywide range of backgrounds and experience. Our team members operate with a high degree of empathy for our customers and each other. Join our dynamic and fast-paced team and be a part of our journey to revolutionize the industry.
Role Overview:
A Sustaining Engineer is a problem-solving expert dedicated to maintaining and improving the functionality of our products. The ideal candidate will not only have technical prowess but will also possess a customer-centric mindset to provide quick and effective solutions, maintaining a high level of customer satisfaction.
We are looking for a skilled Full Stack Developer with hands-on experience in Java, Python, and Node.js with REST and gRPC, using AWS, GCP, and Azure Cloud infrastructure to be a key contributor to our sustaining engineering team. As a Software Engineer, you will play a crucial role in designing, developing,and maintaining our backend services and CoPilot ecosystems, with a focus on building distributed scalable services. Your expertise in product development/maintenance and understanding of SaaS (Software-as-a-Service) concepts will be valuable in shaping our innovative solutions and enhancing our existing products.
Key Responsibilities:
- Reproduce, root cause, and fix product bugs reported by customers.
- Unblock customer issues using workarounds, custom solutions, hot fixes, or patch releases.
- Leverage SaaS and Generative AI experience to support and improve products.
- Optionally, utilize prompt engineering skills for advanced AI integrations.
- Align with company goals to retain customers and deliver the best customer experience.
- Work independently with minimal guidance and deliver results efficiently.
- Collaborate with Engineering and Product teams in Greece and the US.
- Develop solutions to alleviate supportability pain points and ease debugging processes.
- Assist Technical Support and Customer Engineering teams to resolve customer-reported issues.
- Enhance tenant health and boost customer adoption.
- Adapt to context switches and learn new generative products quickly.
- Have extensive experience with SaaS-based applications, RESTful web services, Kafka, ElasticSearch, and Python programming for Data Science.
- Communicate effectively with customers when debugging product issues.
Required Skills/Certifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- 5 to 8 years of relevant experience in the field.
- Strong debugging skills to identify root causes and provide quick fixes.
- Extensive experience with SaaS applications, RESTful web services, Kafka, ElasticSearch, gRPC, and Python for Data Science.
- Good experience with various cloud infrastructure (AWS, Azure and GCP)
- Good experience with various integrations (Salesforce, ServiceNow, JIRA, Zendesk, Workaround, Intune, etc)
- Good experience in security standards (authentication/authorization) & practices including OAuth, SAML and SSO
- Excellent problem-solving skills with a get-things-done attitude.
- Flexibility to work with global teams and adapt to various time zones.
- Effective communication skills to liaise with both technical teams and customers.
- Nice to have Generative AI and Prompt engineering knowledge
This role is crucial for ensuring that our products meet the highest standards and that our customers receive unparalleled support and satisfaction.
Top Skills
What We Do
Aisera is a leading provider of enterprise Generative AI apps and a platform that helps enterprises accelerate revenue growth, improve user productivity, lower costs, and create magical user experiences.
Our products - AiseraGPT, AI Copilot, AI Search, and Agent Assist - are built on our Generative AI Platform that serves as the fundamental building block for enterprise GenAI applications. Aisera leverages a TRAPS framework (Transparent, Responsible, Auditable, Privacy, and Secure) to meet stringent data governance requirements while adhering to the highest standards of Responsible AI.
Aisera products deliver human-like interactions with a multi-modal interface, providing contextually rich conversations that boost user productivity. With pre-trained, domain-specific LLMs grounded in customer data, our products offer higher accuracy, fewer hallucinations, and increased resolution rates. They address critical industry challenges, spanning a wide range of solutions, including AI-driven software engineering, code generation, content and knowledge creation, workflow automation, and natural language AI-powered analytics.
AiseraGPT automates knowledge retrieval and repetitive tasks, while AI Copilot serves as a personal companion for answering questions, analyzing data, and completing tasks. Agent Assist provides real-time assistance for agents, including case summarization, recommendations, and next best actions, through an embedded UI widget in SaaS applications like ServiceNow, Salesforce, Workday, and more. Aisera’s AI Search allows users to perform secure, private, and permissions-aware enterprise-wide searches using natural language, generating answers, summaries, and micro-actions to boost efficiency.
Aisera provides a Universal Bot with a unified interface to resolve user requests across all domains, including Engineering, HR, IT, Sales, Marketing, Customer Service, Life Sciences, Healthcare, Financial Services, and Retail. Aisera compliments these offers with action bots that are built-in with customizable AI Workflows through an Event and Visual Studio to take action and automate business processes.
Aisera technology is based on an Agentic and reasoning architecture that can perform intentless and intent-driven natural language requests across unstructured and structured databases, business apps, and systems of records. Users benefit from a default large context window, personalized responses, and summarizations.
