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About the Role
Provide day-to-day production support for QRT’s platform for accessing internally hosted and external LLMs. Support users during US business hours and coordinate with colleagues in other regions for effective incident handovers. This is a hands-on support role focused on incident resolution, user assistance, and operational procedures.
Responsibilities
- Provide first- and second-line support for QRT’s platform for accessing internally hosted and external LLMs.
- Investigate issues raised by engineering and business users.
- Maintain support tickets and follow issues through to resolution or engineering escalation.
- Monitor platform health using existing dashboards, logs and alerts.
- Identify availability, latency and error-rate problems and perform approved recovery actions using established runbooks.
- Troubleshoot gateway and model-provider issues, including authentication failures, rate limits, timeouts, connection resets, streaming failures and regional performance differences.
- Determine incident origin (user client/configuration, platform gateway, internal model, or external LLM provider).
- Collect diagnostic evidence and coordinate escalation to the appropriate team or vendor.
- Support coding assistants, API clients and developer workspaces connected to QRT’s LLM platform.
- Investigate compatibility issues following client or vendor updates.
- Help users configure supported integrations, select appropriate regional endpoints, and migrate API access.
- Investigate access and model-availability queries, check user permissions, and escalate provisioning or entitlement issues.
- Carry out operational checks for releases and configuration changes, including non-production validation, post-release smoke testing, and approved rollback procedures.
- Use existing observability tools to investigate performance metrics and flag recurring issues.
- Maintain runbooks, troubleshooting guides, and known-issue records.
- Provide clear incident updates and reliable handovers between regional support teams.
- Maintain small support scripts and diagnostic utilities to reduce repetitive checks and improve evidence collection.
Requirements
- Relevant experience in production support, application support, or platform operations.
- Ability to investigate routine incidents independently and recognise when specialist escalation is required.
- Practical Linux troubleshooting skills.
- Familiarity with Windows-based developer environments.
- Working proficiency in Python, Bash, and/or PowerShell for operational checks, log analysis, and straightforward support automation.
- Experience using SQL to investigate application issues and query operational records, ideally in PostgreSQL.
- Practical experience interpreting metrics, logs, traces, and dashboards.
- Confidence troubleshooting API-driven services, including HTTP errors, authentication, networking, timeouts, retries, rate limiting, and streaming connections.
- Hands-on experience supporting LLM-based platforms or services.
- Working understanding of LLM APIs, including prompts, context limits, token usage, model identifiers, and streaming responses.
- Familiarity with public-cloud services, ideally AWS.
- Ability to inspect containerised workloads using established tools and procedures.
- Clear communication with technical and non-technical users.
- Awareness of access controls, sensitive-data handling, and safe diagnostic practices.
- A methodical approach to troubleshooting, prioritisation, and cross-region handovers.
Skills
- Python
- Bash
- PowerShell
- SQL
- PostgreSQL
- Linux troubleshooting
- Windows-based developer environments
- API-driven services troubleshooting
- LLM APIs
- AWS
- Containerised workloads inspection
- Grafana
- Coralogix
- LiteLLM
- vLLM
- ECS
- Kubernetes
- Okta
- SCIM
Location
- US
Work Type
- Full-time
Experience Level
- Production support experience
- Application support experience
- Platform operations experience
Salary/Compensations
- $150,000 to $220,000 per year
Benefits
- Discretionary performance-based bonuses
- Competitive benefits package
About the Company
- Qube Research & Technologies (QRT) is a global quantitative and systematic investment manager, operating in all liquid asset classes across the world.
- We are a technology and data driven group implementing a scientific approach to investing.
- Combining data, research, technology and trading expertise has shaped QRT’s collaborative mindset which enables us to solve the most complex challenges.
- QRT’s culture of innovation continuously drives our ambition to deliver high quality returns for our investors.