Cloud Support Engineer

Why Engineering at Dataiku? 

Dataiku’s on-premise, cloud, or SaaS-deployed platform connects many data science technologies,  and our technology stack reflects our commitment to quality and innovation. We integrate the best of data and AI tech, selecting tools that truly enhance our product. From the latest LLMs to our dedication to open source communities, you'll  work with a dynamic range of technologies and contribute to the collective knowledge of global tech innovators. You can find out even more about working in Engineering at Dataiku by taking a look here.

How you’ll make an impact

Dataiku is looking for a Cloud Support Engineer to join its rapidly scaling global Support team, primarily focused on supporting our growing customer base for Dataiku Online, a fully managed version of our Everyday AI Platform, along with helping our Enterprise customers with their technical and usage related questions through live chat. 

As a Cloud Support Engineer, you should be comfortable interfacing with end users through live chat and zoom, demonstrating excellent communication skills and proficiency in troubleshooting as you assist customers through a broad range of usage-related questions and/or technical issues with the platform. Furthermore, we are looking for someone who loves learning new cutting-edge technologies and is naturally driven to become an expert in their domain. 

Our ideal candidate is an autonomous individual who is passionate about getting big data and data science technologies working together to solve business problems, enthusiastic about helping our customers succeed with their use of Dataiku. If you are interested in staying at the bleeding edge of big data and AI while also having the opportunity to join a rapidly growing global Support organization that’s looking to take its cloud and enterprise support capabilities to the next level (plus make an impact), this will be a great fit for you. 

Some expected outcomes for this role

• Provide a best-in-class customer experience by providing accurate and timely responses, both in a live chat format and through traditional support channels 
• Manage and resolve a variety of issues from advanced usage to technical issues 
• Triage inbound conversations and reroute to other teams other as necessary
• Act as a liaison between our customers and other Dataiku teams (such as Engineering, Sales, Customer Success, etc.) to help deliver a fast and efficient resolution to issues or questions that have been raised by our end users
• Improve efficiencies by documenting new support processes and best practices
• Actively contribute to our Dataiku Community by engaging with end users, providing technical guidance, and answering questions about the product

What you’ll need to be successful 

• Experience engaging with end users and clients through a live chat or screenshare, providing technical and usage support for questions of varying difficulty
• Experience working with at least one type of relational database and SQL 
• Ability to debug and read customer code (Python, SQL)
• Experience with python scripting and REST APIs
• Working knowledge of various cloud technologies (AWS, Azure, GCP, etc.)
• Genuinely enjoy helping others and good at interpreting their requests
• Familiar with providing customer support in a SaaS/PaaS or fully managed context.
• Excellent problem-solving and analytical skills with an aptitude for learning new technologies
• Ability to be autonomous, resourceful, and a proactive self-starter, while also remaining process-oriented and a team player 

What will make you stand out

• At least 3-4 years of experience in a client-facing technical role (e.g. support engineer, CSE, TAM, etc.), ideally involving a fully-managed SaaS offering 
• Demonstrated experience working with and supporting advanced analytics, BI, or data science tools

What does the hiring process look like? #LI-Remote

Initial call with a member of our Technical Recruiting team

Video call with the Technical Support Manager

Technical Assessment to show your skills (Home Test)

Debrief of your Tech Assessment with Support Team member

Final Interview with the VP Technical Support