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Сбер
Russia4 months ago
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Grade
Lead
Experience
from 2 years
Work Format
Hybrid
Employment
Full-time
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We create and support AI services for developers, based on generative AI technologies. Our product GigaCode is an AI assistant that makes development faster and more convenient directly in the IDE (GigaIDE, JetBrains and VS Code environments), helps write code, understand complex logic, and find errors. Thousands of developers are already actively using the product.
If you are interested in delving into complex technical cases, helping users, and directly influencing product quality, join us.
Technical (≈50% of the time)
Personally handle the most complex incidents: cross-system issues, inference degradations, non-standard corporate configurations
Conduct final verification of escalations before handing them over to development: completeness of artifacts, accuracy of the hypothesis
Participate in postmortems as a technical moderator
Maintain and develop the diagnostic knowledge base (runbooks, playbooks for typical incidents)
Management (≈50% of the time)
Operational management of a team of 2+ engineers: workload distribution, prioritization, SLA control
Process building: escalation matrix, SLA policies by tiers, onboarding
Monitoring team metrics and working with deviations — without waiting for quarterly reviews
Interaction with product and development: aggregation of customer pain points, participation in backlog prioritization
Maintaining relationships with key enterprise accounts at the operational level: escalations, quarterly reviews
Technical
Proficient level of infrastructure diagnostics: Kubernetes, Prometheus/PromQL, Loki, network stack (mTLS, Nginx, )
Understanding of LLM inference at a level sufficient to analyze degradations: TTFT, throughput, GPU memory, batching
Experience with IDE plugins or similar developer tools — sufficient to reproduce the client's context
Python / bash at the level of writing diagnostic scripts
Management
Experience in a lead or senior support engineer role for 2+ years — with real responsibility for SLA and the team
Ability to build processes from scratch, not just maintain existing ones
Skill in conducting complex negotiations with enterprise clients in crisis situations
Ability to provide direct, constructive feedback to engineers
Plus points would be
Practical experience with AI Developer Tools (GigaCode, Claude Code, Codex, and others)
Experience in B2B SaaS with a developer-oriented product
Familiarity with corporate SSO/IdP (SAML, OIDC, Keycloak)
Experience in building postmortem and incident review processes
Official employment in accordance with the Labor Code of the Russian Federation
Hybrid work format (office near m. Tulskaya / Nagatinskaya / Verkhnie Kotly)
Voluntary medical insurance (DMS) from the first day of work, after the probationary period – co-payment for relatives, after 2 years of work – partial compensation for dental services, laser vision correction, pregnancy and childbirth support
Sber's corporate university, internal educational platform, participation in IT conferences
Office with a view of the embankment, recreation areas, and a gym
Preferential mortgage from Sberbank, SberPrime+ subscription, discounts from partners and services of the group of companies
