---
title: 'Support Engineer – AI & Automation at ATI Business Group'
canonical: 'https://feeny.ai/job/support-engineer-ai-automation-ati-business-group-central-jakarta-g6nrg6etyxc4'
type: 'job'
last_seen: '2026-09-08'
---

# Support Engineer – AI & Automation at ATI Business Group

- **Company:** ATI Business Group
- **Location:** Central Jakarta, Indonesia
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-08-10
- **Last confirmed live:** 2026-09-08
- **Apply:** https://jobs.lever.co/atibusinessgroup/f9fb0f53-23b0-40b0-bdf4-546d229afb97

## Job description

What happens when an AI or automation solution is already in production—but something goes wrong?

We're looking for a Support Engineer – AI & Automation to help keep ATI's AI, LLM, and RPA solutions running reliably in production. This role sits at the intersection of technology, automation, and operations, supporting everything from robotic workflows and transaction queues to LLM and RAG pipelines.

You'll monitor production environments, investigate incidents, troubleshoot automation and AI workloads, and work closely with Service Desk, AI/RPA Engineering, and technology partners to get issues resolved quickly and effectively.

If you enjoy troubleshooting complex technical problems, working with emerging AI technologies, and making sure production systems perform as they should, this could be your next challenge.

## Key Responsibilities

- Monitor and maintain the operational health of AI, LLM, and RPA solutions running in production
- Manage RPA queues, transactions, robots, triggers, assets, and other UiPath Orchestrator components
- Troubleshoot and resolve incidents across RPA workflows, AI applications, LLM services, and supporting infrastructure
- Support LLM and RAG pipelines, including investigating model responses, API issues, retrieval problems, and common LLM failure modes
- Monitor application, automation, and model performance using appropriate observability and monitoring tools
- Distinguish between business exceptions and application exceptions and apply the appropriate resolution or escalation path
- Maintain and improve incident runbooks, troubleshooting guides, and operational documentation
- Support prompt, model, and configuration changes while ensuring appropriate controls and testing are followed
- Support change and release activities for RPA bots, AI applications, and related components
- Conduct post-incident reviews to identify root causes and opportunities to prevent recurring issues
- Collaborate with AI/RPA Engineering, Service Desk, Cloud, and business teams to resolve incidents and improve production reliability
- Work with technology vendors and platform providers when issues require external investigation or escalation
- Continuously identify opportunities to improve monitoring, automation support processes, and overall platform reliability

Is this you?

- Bachelor's degree in Computer Science, Information Technology, Software Engineering, Information Systems, or a related technical field
- 3+ years of experience in technical support, RPA operations, DevOps, ML engineering, or a similar production technology role
- Demonstrated experience supporting UiPath RPA solutions and/or LLM workloads in production environments
- Strong hands-on knowledge of UiPath Studio and Orchestrator, including attended and unattended robots, queues, assets, triggers, and folders
- Experience with UiPath REFramework or equivalent automation framework patterns, such as dispatcher/performer architectures
- Working knowledge of [VB.NET](http://VB.NET) or C# for UiPath scripting, troubleshooting, and debugging
- Intermediate Python skills for scripting, debugging, and data processing
- Experience working with LLM APIs, such as OpenAI, Azure OpenAI, Anthropic, Cohere, or similar platforms
- Experience with IT Service Management tools such as Jira Service Management, ServiceNow, or equivalent
- Understanding of at least one major cloud platform: Microsoft Azure, AWS, or Google Cloud
- Working knowledge of SQL and data querying for investigating application logs, transaction data, and automation platform data
- Experience creating, maintaining, or following incident runbooks and troubleshooting procedures
- Understanding of automation exception handling, including the ability to distinguish business exceptions from application exceptions
- Understanding of RAG architecture and common LLM failure modes
- Experience with UiPath AI Center, Document Understanding, or Communications Mining
- Exposure to Microsoft Power Automate as a secondary RPA platform
- Experience with vector databases such as Azure AI Search, Pinecone, or Weaviate
- Experience with AI orchestration frameworks such as LangChain, LlamaIndex, or Semantic Kernel
- Exposure to observability and monitoring tools such as Grafana, Azure Monitor, Datadog, LangSmith, or Weights & Biases
- Experience with CI/CD pipelines, including Azure DevOps or GitHub Actions, for bot packages and AI applications
- Familiarity with model evaluation concepts such as BLEU, ROUGE, human evaluation, or LLM-as-judge
- Exposure to MLflow, Kubeflow, or similar ML lifecycle platforms
- Experience with prompt engineering, evaluation-driven workflows, or model optimization
- Understanding of data privacy, AI governance, and RPA controls, including PII handling and automation controls

Be Part of ATI's Journey

At ATI Business Group, we bring unparalleled knowledge of the travel and hospitality industry to every aspect of our clients' businesses. Through operational expertise, innovative technology, and exceptional talent, we deliver solutions that optimize operations, elevate customer experiences, and accelerate business growth.

Since 2002, we've grown into a global team of 2,000+ professionals, partnering with leading travel and hospitality organizations worldwide. Our people are at the heart of everything we do, helping businesses scale, adapt, and grow while creating meaningful career opportunities along the way.

Join us and help shape the future of travel and hospitality.

## About ATI Business Group

## Company Overview
- **One-liner**: ATI Business Group is a business process outsourcing (BPO) and technology solutions provider specializing in the travel, aviation, and hospitality industries.
- **Entity Type**: Private (no disclosed funding)
- **Headquarters**: Jakarta, Indonesia
- **Founded**: 2001
- **Founders**: David Harsamto (Co-Founder & CFO), with Brad Holman (CEO) leading the commercial side since 2010

## Core Business
- **Primary industries**: Travel, aviation, hospitality, business process outsourcing (BPO), and travel technology
- **Target customers**: Travel agencies, airlines, hotel groups, and other travel/hospitality organizations (B2B, enterprise)
- **Mission / purpose statement**: To help travel, aviation, and hospitality organizations scale with people, processes, and technology that deliver measurable impact.

## Products & Services
- **Fare Filing & Fare Loading**: Managing fare data across multiple Global Distribution Systems (GDS) for airlines and travel sellers.
- **Ticketing & Refund Operations Support**: End-to-end ticketing, reissuance, and refund processing.
- **Finance & Accounting Support Services**: Outsourced accounting, reconciliation, and financial reporting for travel companies.
- **Fare Audit Services**: Auditing fare calculations to ensure accuracy and revenue protection.
- **Business IT Development**: Custom software development and automation solutions (including RPA and AI) for travel operations.
- **Call & Chat Support**: Multilingual customer contact center services for travel and hospitality clients.
- **Client Corporate Finance**: Finance and operations associate roles supporting client back-office functions.

## Market Standing
- **Valuation**: Not publicly available
- **Key metric**: Annual revenue estimated at ~$588K (based on third-party estimates) – note this figure appears low relative to headcount and may not be verified; private company, no official disclosure.
- **Headcount**: 1,034 employees (as of 2026), +8.6% growth YoY
- **Notable clients/partners**: Garuda Indonesia (flagship client for fares management platform), and other airlines, travel agencies, and hospitality brands.
- **Growth signals**: Strong hiring momentum – active job postings grew +141% year-over-year; expanded automation and AI team (hiring Automation & AI Lead, AI Engineer); global footprint across 8 countries.

## Competitive Advantages
- **Deep domain expertise**: Over 20 years focused exclusively on travel and aviation BPO, giving them institutional knowledge of airline pricing, GDS systems, and global distribution.
- **End-to-end service stack**: Covers fare filing, ticketing, refunds, audit, finance, IT development, and contact center – a one-stop shop for travel operations.
- **Scalable offshore model**: Majority of workforce in Indonesia (77%) allows competitive cost structures while maintaining English-language capabilities for global clients.
- **Technology-led transformation**: Investing in automation, AI, and robotic process automation (RPA) to drive efficiency gains for clients.

## Strategic Focus
- **Current priorities**: Scaling automation and AI capabilities (recently posted roles for Automation & AI Lead and AI Engineer), expanding service lines, and deepening relationships with existing travel/hospitality clients.
- **Direction for growth**: Enter new geographies (presence in US, Australia, India, Maldives, Thailand, Poland, Canada); continue to build the ATI Academy for structured talent development; leverage technology to move from pure BPO to technology-enabled services.

## Why Work Here
- **Culture**: Team-driven environment focused on collaboration, clear roles, and measurable impact. Review ratings: 3.6/5 (168 reviews) – work-life 3.6, compensation 3.8, culture 3.6, career 3.2.
- **Work policy**: On-site positions (Central Jakarta and BSD South Tangerang) – currently no remote/hybrid model evident from job postings.
- **Training & growth**: ATI Academy provides structured onboarding and upskilling; employees report clear career paths.
- **Global exposure**: Opportunity to work with international clients across multiple time zones and cultures.
- **Rewards**: Competitive compensation (especially for the local market) and recognition programs.

## Sources
1. [LinkedIn Company Profile](https://linkedin.com/company/ati-business-group)
2. [ATI Business Group official site](https://atibusinessgroup.com/jobs/)
3. [Lever careers page (job listings)](https://jobs.lever.co/atibusinessgroup)
4. [ATI Business Group leadership page](https://atibusinessgroup.com/leadership/)
5. [Craft.co company profile](https://craft.co/ati-business-group)

## Other roles at ATI Business Group

- [Quality Support Specialist (Fluent in English)](https://feeny.ai/job/quality-support-specialist-fluent-in-english-ati-business-group-south-tangerang-c520kqz5dr2w) — South Tangerang, Indonesia
- [Operations Support Specialist (Fluent in English)](https://feeny.ai/job/operations-support-specialist-fluent-in-english-ati-business-group-south-sm1z4vxcq0a8) — South Tangerang, Indonesia
- [Travel Consultant (Fluent in English)](https://feeny.ai/job/travel-consultant-fluent-in-english-ati-business-group-central-jakarta-gzamq03533s9) — Central Jakarta, Indonesia
- [Finance Associate (Japanese Speaker)](https://feeny.ai/job/finance-associate-japanese-speaker-ati-business-group-south-tangerang-w5csaqw4b2w9) — South Tangerang, Indonesia
- [Fare Loader](https://feeny.ai/job/fare-loader-ati-business-group-central-jakarta-cb60kgqkwm4d) — Central Jakarta, Indonesia
- [Travel Advisor (Fluent in English)](https://feeny.ai/job/travel-advisor-fluent-in-english-ati-business-group-south-tangerang-1wvf686xm09h) — South Tangerang, Indonesia
- [Talent Sourcing Intern](https://feeny.ai/job/talent-sourcing-intern-ati-business-group-central-jakarta-xgakeg2wbnjq) — Central Jakarta, Indonesia
- [[External MGM] 📢 Know Someone Who'd Be a Great Fit? Refer Them to ATI Business Group!](https://feeny.ai/job/external-mgm-know-someone-who-d-be-a-great-fit-refer-them-to-ati-business-group-533pchy4z29k) — Central Jakarta, Indonesia
- [IT Operations Support](https://feeny.ai/job/it-operations-support-ati-business-group-south-tangerang-pvg8zhy6fayh) — South Tangerang, Indonesia
- [Finance & Operations Associate](https://feeny.ai/job/finance-operations-associate-ati-business-group-south-tangerang-awxg1mks6deq) — South Tangerang, Indonesia