Lead Support Engineer

Aon is hiring a Lead Support Engineer in Gurugram, India. Level rates it ; you can apply on Aon.

Level's read on this job

On Level's scale, this role is Uses AI ●●○○: an ordinary role that requires AI tools.
Some of the work can be done remotely, according to the posting.
The posting mentions AI Copilots and Knowledge Bots among its tools and skills.
Aon has 1,000+ other open roles on Level.
Posted in the last few days.

AI in this role

Lead technical support and troubleshooting for proprietary applications, utilizing AI tools and automation.

ai-copilotsknowledge-bots

Job Title- Lead Support Engineer Position type- Full Time Work Location- Bangalore/Noida/Gurgaon Working style- Hybrid Required education and certifications critical for the role- A bachelor’s degree in technology Required years of experience – 10+ years of relevant experience AON IS IN THE BUSINESS OF BETTER DECISIONS At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are committed as one firm to our purpose, united through trust as one inclusive, diverse team and we are passionate about helping our colleagues and clients succeed. INFORMATION ABOUT THE BUSINESS As part of scaling technology talent within Aon IT Scale team is application development practice which cuts across multiple different solution lines. GENERAL DESCRIPTION OF ROLE: As a Lead Support Engineer you will be responsible for providing and leading a team to deliver technical support and troubleshooting assistance to users of our proprietary applications. You will work closely with our development team to identify and resolve issues. The ideal candidate will have excellent communication skills, a strong attention to detail, critical thinking skills and the ability to thrive in a fast-paced environment and have demonstrated people management experience. JOB RESPONSIBILITIES The team this role supports is a collection of business subject matter experts, analysts, data scientists, data engineers, developers and actuaries. Demonstrated competencies in this role may lead to further growth opportunities in the areas of application development, data engineering or data analysis. Lead and mentor a team of specialists to ensure full coverage during Monday-Friday business hours Provide guidance and support to ensure the team meets performance goals and objectives Oversee day-to-day operations of the application support team, including prioritizing and delegating tasks Act as the primary escalation point for complex issues raised by L1/L2 support or business users. Document troubleshooting steps, known errors, workarounds and standard operating procedures to improve support efficiency and knowledge sharing. Provide first and second-level technical support for applications via phone, email or ticketing system Contribute to continuous improvement initiatives in ticket reduction, monitoring, automation and appropriate AI usage (for example, using AI copilots or knowledge bots to answer repetitive day‑to‑day queries or surface known solutions faster). Proactively identify and highlight anomalies such as system outages, performance degradation, unusually high-ticket volumes or recurring issues to leadership, and prepare and present weekly metrics and trends to support data‑driven decisions and prioritization. Proactively identify and highlight anomalies such as system outages, performance degradation, unusually high-ticket volumes or recurring issues to leadership, and prepare clear weekly metrics and trend reports using advanced Excel to support data‑driven decisions. SKILLS/COMPETENCIES REQUIRED Strong analytical and problem‑solving skills, with demonstrated experience in production or application support. Excellent verbal and written communication skills, with the ability to explain technical issues to non‑technical stakeholders. High attention to detail and a structured approach to incident analysis and documentation. Experience diagnosing and troubleshooting application, data and integration issues, ensuring timely resolution and minimal disruption to business operations. Ability to develop and maintain strong relationships with internal stakeholders, including development, infrastructure and business teams. Experience with monitoring tools, logs and alerts to track system performance and availability. Openness to adopting automation and AI‑assisted tools (for example, for log analysis, pattern detection, knowledge search or handling routine queries) in line with Aon’s technology and governance standards. Willingness to provide support during non‑standard business hours when required for critical incidents or planned changes. Eagerness to learn new tools and technologies and maintain a thorough understanding of supported applications and environments. Strong Excel skills (advanced formulas, pivot tables, charts, lookups, and preferably Power Query/Power Pivot) for analyzing support data and building operational reports. 2575946

How we rate this

Lead Support Engineer at Aon rates 40 out of 100 for how much of the daily work is AI. That makes it Uses AI (AI Level 2 of 4). The level is about AI in the job, not seniority.

Classification

Uses AI. An ordinary role that requires AI tools.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Lead Support Engineer is an open job at Aon.
Level rates this role AI Level 2 of 4: Uses AI.
The role is based in Gurgaon, India and is marked remote.
The job was posted on November 2, 2026.
Seniority: lead.
Applications are handled by Aon. Apply on Aon

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

AI CopilotsKnowledge Bots

Questions you could be asked

What's a project where you used AI Copilots hands-on?
Walk me through how you've used Knowledge Bots in your day-to-day work.
This role expects you to use AI tools as part of the job. Which ones have you used, and for what?
Tell me about a time an AI tool got something wrong. How did you catch it?

Adapt your resume

List these exact terms on your resume: AI Copilots and Knowledge Bots. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
Put the AI tool in a bullet point about what you did, not just in a skills list. This role treats it as a required part of the job.

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