AI Platform Support Lead

About Us:

ClearRoute is an engineering consultancy bridging Quality Engineering, Cloud Platforms and Developer Experience. We help enterprises reliably bring high-impact digital products to market faster, cheaper, and safer, working with technology leaders facing complex business challenges.

We take as much pride in our people, culture and work-life balance as we do in making better software. We’re not just making better software. We’re making the making of software better. Collaborative, entrepreneurial and dedicated to problem solving, we bring the step change our customer need to sustain innovation. Our values challenge us to do the best we can for ClearRoute, our customers and most importantly our team. This is an opportunity for you to build the organisation from the ground up, use your voice to drive change and help transform organisations and problem domains.

The AI Platform Support Lead is part of a workstream that is focused on building an AI / agentic capability on Azure using Python. The team you will be leading will shape and deliver an early solution, establishing the technical foundations, architecture, and product direction for the wider programme.
We work in a hybrid way, with two days a week working onsite from our London office (Farringdon) and the rest remotely.

Role:

In this role the AI Platform Support Lead will lead the AI Platform support team build process to:

• Monitor the health, latency, availability and error rates of AI services, model endpoints and supporting infrastructure.

• Triage, investigate and resolve incidents, from failed API calls and rate limiting to degraded model output quality.

• Run root-cause analysis and write clear, blameless post-incident reviews with follow-up actions.

• Take part in a shared on-call rota for production AI services. Platform reliability and observability

• Build and maintain dashboards, alerts and logging for LLM workloads, including token usage, latency, cost and evaluation metrics.

• Maintain and improve deployment pipelines for models, prompts, agents and RAG components.

• Manage vector databases, embedding pipelines and data ingestion jobs.

• Automate repetitive support tasks and runbooks.
  

Key Responsibilities:

• Act as the escalation point for AI platform issues raised by delivery teams and client users.

• Write and maintain runbooks, knowledge-base articles and user guidance.

• Feed recurring issues and improvement ideas back to engineering and product owners.

• Help onboard new teams and clients onto the platform.
  

Required Experience:

• 3+ years in platform support, site reliability engineering, DevOps or production support for cloud-hosted services.

• Hands-on experience supporting applications built on LLM APIs (for example OpenAI, Anthropic, Azure OpenAI, AWS Bedrock or Google Vertex AI).

• Strong working knowledge of at least one major cloud (AWS, Azure or GCP).

• Comfortable with containers and orchestration (Docker, Kubernetes).

• Scripting and automation in Python plus Bash or PowerShell.

• Experience with observability tooling such as Datadog, Grafana, Prometheus, CloudWatch or Azure Monitor.

• CI/CD and infrastructure-as-code experience (for example GitHub Actions, GitLab CI, Terraform).

• Solid grasp of REST APIs, authentication, networking basics and log analysis.

• Proven incident management experience, including writing post-incident reviews.

• Clear written and verbal communication with both technical and non-technical
  

Desirable Experience:

• Experience with RAG architectures and vector databases (for example Pinecone, Weaviate, pgvector, Azure AI Search).

• Familiarity with agent and orchestration frameworks such as LangChain, LlamaIndex or the Model Context Protocol (MCP).

• LLM observability and evaluation tools such as LangSmith, Langfuse, Arize or Weights & Biases.

• Experience hosting or serving open-weight models (for example vLLM, Hugging Face, SageMaker).

• Awareness of AI governance and regulation, including the EU AI Act, ISO/IEC 42001 and GDPR. • ITIL, Kubernetes (CKA/CKAD) or cloud certifications.

• Experience in a consultancy or client-facing delivery environment, ideally in regulated sectors such as energy or financial services.

Working at ClearRoute
We have grown from six founders to 180+ people across five countries in three years, and what sets us apart isn't the pace, it's how we grow.

• Real flexibility, in practice. We trust you to perform at your best and still have a life outside of work, with genuine hybrid working, a home office budget, an open feedback culture where your voice shapes decisions, and time off when life needs it (birthday included).

• When ClearRoute wins, you win. We offer profit share so success is shared, meaningful recognition for great work, and benefits that look after you and your family, including private healthcare, competitive salary benchmarking, and a confidential employee assistance program covering counselling, mental health support, and financial wellbeing.

• A community you'll genuinely want to be part of. Interest based communities like running and book clubs, Women in Tech group, monthly socials, and cross regional events bring people together across the company. An inclusive, collaborative culture where you don't need to conform to succeed, where people support one another and feel comfortable being themselves.

• Where meaningful work meets real growth. You will tackle complex, real world problems at the forefront of platform engineering, AI, security, and scalable systems. Your growth is supported by learning budgets, Udemy access, a clear career framework, internal mobility, and thought leadership opportunities that take your impact beyond ClearRoute.

At ClearRoute, we believe diverse perspectives lead to better outcomes, and inclusion creates the conditions for everyone to thrive. We are proud to have built a family friendly working environment and have many employees who have caring responsibilities alongside work. We welcome applications from people who require flexibility and will be happy to discuss needs on an individual basis.

We are committed to fostering a culture where all team members feel respected, supported, and empowered to do their best work. We celebrate individuality and our differences and understand that some differences may mean that you require changes made to the interview process. We are happy to cater to your needs to make the interview accessible, if this is something you require please let us know by emailing us at [email protected]