Support Engineer

Position:
Support Engineer (AI/RegTech Platform)

Contract:
C2C open

Location:
Rockville, MD or Tysons Corner, VA

Schedule:
Hybrid –
Onsite 3 days/week
(flexible hours; not a strict 9–5)

Work Status:
Any

Interviews:

• 1
  x 30-minute Phone Screen
• 1–2
  Technical Screens (client will try to consolidate into one)
• ID Requirement:
  One valid photo ID required with submission

Overview

Santcore Technologies, on behalf of our client, is seeking a
Support Engineer
to support and improve a next-generation generative AI platform ("FILLIP") designed for regulatory intelligence and long-document processing.

This role is a
hybrid technical support + development engineering
position. You will be the
technical escalation point
between end users and the core engineering team—investigating issues, performing log analysis, identifying root causes, fixing defects, improving test automation, and ensuring system reliability for
5,000+ users
.

If you excel in troubleshooting, automation, Python, AWS, and user-focused support—this role is ideal.

Key Responsibilities

Technical Support & Escalation

• Serve as the
  primary technical escalation point
  for complex user issues
• Analyze issues from user reports, logs, and platform behavior
• Protect the core development team by resolving issues at Level-2 before escalation
• Manage full issue lifecycle: investigation → ticketing → fix verification → closure

Log Analysis & Debugging

• Analyze logs across
  Splunk
  and
  AWS CloudWatch
• Identify trends, outages, platform anomalies, and root causes
• Validate system behavior across distributed cloud infrastructure

Testing & Automation

• Design and execute
  test strategies
  , including manual and automated tests
• Build, enhance, and maintain automated testing frameworks (Python)
• Validate bug fixes, regression scenarios, and production reliability
• Contribute to CI/CD improvements and automated quality gates

Engineering Contributions

• Implement minor bug fixes and enhancements in Python
• Assist in validating integrations across AWS services (ECS, EC2, S3, RDS/Aurora, Lambda)
• Improve system stability, reduce repetitive issues, and increase test coverage

User Engagement

• Communicate clearly with technical and non-technical user groups
• Guide users through issues with patience and empathy
• Document findings and maintain high-quality support notes

Required Qualifications

• 5+ years
  of hands-on software engineering experience
• Strong proficiency in
  Python
  , test automation, and debugging
• Expert knowledge of the
  AWS ecosystem
  (EC2, ECS, Lambda, S3, RDS/Aurora)
• Strong experience with
  PostgreSQL
  and relational DB concepts
• Hands-on experience with
  Splunk
  and
  CloudWatch
• Demonstrated experience building test automation frameworks
• Strong communication and problem-solving skills
• Ability to work independently and manage varying workloads

Preferred Qualifications

• Experience with
  AWS Bedrock
  (strongly preferred)
• Exposure to modern front-end frameworks (
  
  , React, etc.)
• Working knowledge of CI/CD pipelines
• Familiarity with AI/LLM-driven applications
• Experience supporting enterprise platforms
• Background in regulatory, financial services, or government is a plus

Technical Skills Summary

• Programming:
  Python (required)
• Cloud:
  AWS (EC2, ECS, Lambda, S3, RDS, Aurora)
• Databases:
  PostgreSQL (required)
• Logging & Monitoring:
  Splunk, CloudWatch
• Frontend (Optional):
  or modern JS frameworks
• Testing:
  PyTest, unit tests, integration tests, automated test frameworks
• DevOps:
  CI/CD pipelines, automated test integration

Soft Skills

• Strong troubleshooting mindset
• Excellent written & verbal communication
• Patience with users of varying technical skills
• Ownership & accountability
• Ability to context-switch between support & development
• Curiosity to investigate deeper system behaviors