Support Engineer – AI/ML & Education ERP (Remote)

Support Engineer – AI/ML & Education ERPCompany: iCloudEMSLocation: Remote / Work From HomeEmployment Type: Full-TimeExperience: Freshers / 0–1 YearAbout iCloudEMSiCloudEMS is an Education ERP platform that helps universities, colleges, and educational institutions manage academic and administrative operations through integrated digital solutions.We are looking for a motivated Support Engineer with an interest in AI/ML technologies to support clients using the iCloudEMS Education ERP platform. The ideal candidate should have basic knowledge of SQL/MySQL, web applications, troubleshooting, and AI/ML concepts, along with strong communication and problem-solving skills.Key ResponsibilitiesProvide first-level technical support through phone, email, and ticketing systems.Troubleshoot issues related to Admissions, Academics, Finance, HRMS, LMS, and Online Examination modules.Perform basic SQL/MySQL queries for data validation, troubleshooting, and issue analysis.Reproduce reported issues and coordinate with QA and Development teams for resolution.Test software functionality and verify bug fixes.Analyze API/web application issues and escalate complex technical problems.Assist with AI-powered features, AI/ML tools, and automation workflows where required.Support testing and validation of AI/ML-based features and applications.Create support documentation, FAQs, user guides, and knowledge-base articles.Assist with client onboarding, product demonstrations, and user training.Maintain clear communication with clients and ensure timely issue resolution.Continuously learn new ERP, AI/ML, database, and web technologies.Required SkillsBachelor's degree in Computer Science, IT, BCA, MCA, B.Tech, or related field.Freshers or candidates with 0–1 year experience can apply.Basic knowledge of SQL/MySQL and relational databases.Basic understanding of web applications, APIs, and troubleshooting.Basic understanding of AI/ML concepts, Generative AI, or LLMs.Strong analytical and problem-solving skills.Good verbal and written communication.Ability to understand technical problems and explain solutions clearly.Willingness to learn AI/ML and emerging technologies.Preferred SkillsBasic knowledge of PHP, HTML, CSS, and JavaScript.Familiarity with OpenAI/LLM APIs, ChatGPT, prompt engineering, or AI tools.Basic knowledge of Python and AI/ML libraries is an advantage.Familiarity with ERP/EdTech applications.Knowledge of ticketing/helpdesk systems.Basic understanding of REST APIs and web services.What You'll GainHands-on experience with a real-world Education ERP platform.Practical exposure to SQL, databases, APIs, web applications, and troubleshooting.Exposure to AI/ML, Generative AI, LLMs, and AI-powered ERP features.Experience working with Support, QA, Development, and Implementation teams.Client communication and enterprise software experience.Long-term career growth and learning opportunities.BenefitsFull-Time EmploymentPermanent Work From HomeLearning and development opportunitiesExposure to Education ERP + AI/ML technologiesCollaborative work environmentCareer growth opportunitiesCompensation: As per company normsWhy Join iCloudEMS?Join iCloudEMS to work on a real-world Education ERP platform while gaining practical experience in technical support, SQL, web technologies, AI/ML, and enterprise software. This role is ideal for candidates who want to build a strong foundation in both technical support and emerging AI technologies.