Support Engineering Lead – Data & AI Platforms

Stellantis is a global mobility leader committed to developing clean, connected, affordable, and safe solutions. Our transformation into a technology-driven company is powered by ambitious strategies in software, data, and artificial intelligence, as well as by the diversity and expertise of our teams.

About the position

The Support Engineering Lead (IC) is an operational technical leader responsible for delivering and executing Level 1 (L1) support for enterprise Big Data and AI platforms. Beyond day-to-day incident handling and resolution, this role focuses on designing, standardizing, and continuously improving support processes, tools, and operational practices.

You will act as the technical reference for L1 support, working closely with Platform Engineering, SRE, and Product teams to enhance platform reliability, reduce operational load, and deliver a high-quality support experience to users.

Key Responsibilities

L1 Support Execution

• Serve as the first L1 responder for incidents, alerts, and user requests across Big Data and AI platforms
• Perform initial triage, impact assessment, and prioritization
• Resolve known or recurring issues using runbooks, tools, and automation
• Escalate complex incidents to L2/L3 teams with complete diagnostics, logs, and context
• Ensure full tracking, follow‑up, and closure of incidents
• Maintain clear and timely communication during incidents
• Participate in post‑incident reviews and root‑cause analyses
• Identify recurring issues and propose preventive actions

Process & Tool Management

• Implement and continuously improve L1 support processes, including:
• Intake flows and triage
• Severity definitions
• Escalation paths and handover rules
• SLAs and response expectations
• Design, document, and maintain runbooks, SOPs, and knowledge bases
• Define and deploy support tools such as:
• Ticketing and incident management systems
• Alerting and monitoring integrations
• Operational visibility dashboardsAutomate repetitive tasks to reduce manual effort and MTTR

Technical Scope

Provide L1 support for:

• Big Data platforms (Spark, Kafka, Airflow, data lakes/warehouses)
• AI/ML platforms (training pipelines, inference services, GPU runtimes)
• Kubernetes runtimes and cloud infrastructures
• CI/CD pipelines and data workflows
• Observability stacks (logs, metrics, traces)
• Work closely with Platform Engineering, SRE, and Product teams to:
• Improve platform operability and maintainability
• Influence roadmaps through operational learnings
• Act as a trusted point of contact for platform users
• Support and mentor other support engineers

Candidate Requirements

• Minimum 3-5 years of experience
• Languages:
• French: C1

At Stellantis, we evaluate candidates based on their qualifications, merit, and the needs of the business. We welcome applications from individuals of all gender identities, ages, ethnic backgrounds, nationalities, religions, sexual orientations, and disability situations. Diverse teams enable us to better meet the evolving needs of our customers and to build a sustainable future.