We are looking for a Support Engineering Lead – Data & AI Platforms. This is a hands-on IC leadership role owning Level-1 support for enterprise Big Data and AI platforms at a major technology player, combining day-to-day incident triage with designing the processes, tooling, and automation that make support better.Engagement details:Location: Poissy, FranceWorking model: HybridStart date: ASAPEmployment type: Permanent contract via EOR, or freelanceResponsibilities:Act as primary L1 responder for incidents, alerts, and user issues across Big Data and AI platforms, performing triage, impact assessment, and prioritizationResolve known and common issues using runbooks, tooling, and automation, escalating complex issues to L2/L3 with clear diagnostics and contextOwn issue tracking, follow-ups, and closure to completionLead L1-level incident response and coordination, ensuring clear, timely communication throughoutParticipate in post-incident reviews and root cause discussions, identifying recurring failure patterns and preventive actionsEstablish and continuously improve L1 support processes — intake and triage, severity definitions, escalation paths, SLAs, and response expectationsDesign, document, and maintain runbooks, SOPs, and knowledge basesDefine and implement support tooling: ticketing/incident management, alerting and monitoring integrations, and operational dashboardsDrive automation of repetitive support tasks to reduce manual effort and MTTRPartner with platform engineering, SRE, and product teams to improve operability and feed operational insights into the roadmapAct as a trusted point of contact for platform users and mentor other support engineersQualifications:Strong hands-on experience supporting Big Data and AI platforms (e.g., Spark, Kafka, Airflow, data lakes/warehouses, ML training/inference, GPU runtimes)Working knowledge of cloud platforms — AWS is a must; GCP and Azure a plusExperience with Kubernetes and containerized workloadsProficiency in troubleshooting using logs, metrics, and dashboards across an observability stackScripting and automation skills (Python, Bash, etc.)Proven experience establishing or improving support processesStrong incident management and root cause analysis skillsAbility to balance operational execution with long-term improvementsClear written and verbal communication skills in EnglishNice to have: platform/internal developer platform experience, SRE/DevOps/Production Engineering exposure, support tooling (PagerDuty, Opsgenie, Jira, ServiceNow), and familiarity with ITIL conceptsNext steps:Press "Apply"We will review your applicationIf qualified, you will be accepted into the network and can be considered for this and similar positions & projects

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