Senior Technical Support Engineer

Who we are

At Domino, we build software that helps the largest, AI-driven organizations build and operate advanced data science and AI solutions at scale. Our platform integrates a streamlined model development environment, MLOps capabilities, and novel features for collaboration, reuse, and reproducibility — all of which make data science teams more productive, reduce time to value, and ensure compliance. Our customers — like Johnson & Johnson, GSK, Bristol Myers, UBS, FINRA and the US Navy — are using our software to solve some of the most important challenges in the world, such as developing new medicines, securing our financial markets, or protecting our country. Backed by Sequoia Capital, Coatue Management, NVIDIA, Snowflake and other leading investors, we have been in business for a decade but are still a small team operating with the spirit of a startup. Especially in the world of AI today, we believe that the future is still being invented — and we want to be the ones building it. For more information, visit www.domino.ai

What we are building

The Support Team at Domino is building a world class support organization to remove all roadblocks for our customers in achieving their goals.  We strive for self service and easy paths to resolution. We also help build Domino to be the best product for our customers by providing feedback on usage and making suggestions for improvements.

What your impact will be

• Customer Issue Management: Address and resolve customer issues related to the Domino product and its configuration across L1, L2, and L3 levels. This includes timely diagnosis and resolution of both production and pre-production problems, with clear and effective communication to establish appropriate expectations
• Advocate for Customers: Represent customer needs to the Product and Engineering teams by creating actionable and detailed defect reports and enhancement requests in Jira
• Escalation Handling: Master escalation processes and manage escalations effectively by adhering to established standards for customer expectation management and de-escalation
• Knowledge Sharing: Contribute to the knowledge base by writing and reviewing technical articles, FAQs, examples, and how-to guides for both internal and customer use
• Outage Deflection: Begin contributing to initiatives aimed at preventing outages and improving system reliability

What we look for in this role

• Extensive Technical Experience: Minimum of 7 years of hands-on experience with diverse technologies and infrastructure
• Linux Expertise: Proficiency in Linux command line and server administration
• Cloud Platforms: Experience with AWS, Azure, or GCP
• Containerization and Orchestration: Familiarity with Kubernetes and Docker (preferred)
• Database and Programming Knowledge: Experience with MongoDB, Postgres, Python, R, Hadoop, and/or Spark is a plus
• Ownership and Responsibility: Strong sense of accountability and commitment to honoring all obligations
• Innovative Mindset: Passion for exploring new technologies and a "tinkerer’s mentality"
• Customer Focus: Ability to manage customer expectations, with a sense of urgency and timeliness in interactions
• Collaboration: Commitment to maintaining a collaborative environment, sharing knowledge with peers and customers
• Multitasking Skills: Ability to manage multiple tasks, switch gears effectively, and handle time-sensitive issues
• Escalation Management: Expertise in internal escalation processes and customer de-escalation techniques

What we value

• We strongly believe in the value of growing a diverse team and encourage people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply
• We value a growth mindset. High-performing creative individuals who dig into problems and see the opportunities for success
• We believe in individuals who seek truth and speak the truth and can be their whole selves at work 
• We value all of you that believe improving is always possible. At Domino, everything is a work in progress – we can do better at everything
• We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function and the company

#LI-Remote