Technical Support Engineer, Machine Learning

Responsibilities

• Take end-to-end ownership of customer issues, including troubleshooting, identification of root cause together with the Engineering team, and issue resolution
• Collect information and document bugs for product issues impacting customers
• Build process or troubleshooting documentation in the support knowledge base
• Write comprehensive knowledge base articles to aid customers in issue resolution and product understanding
• Deliver against customer experience and efficiency targets
• Assess and prioritize customer cases to ensure timely response and resolution according to service standards and best practices, with an emphasis on escalated cases.
• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience
• Serve as internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible

Must Have Qualifications

• 3+ years of experience
• Knowledge of SQL
• Knowledge of Python and/or PySpark
• Basic knowledge of networking

Nice To Have

• Familiarity with Machine Learning and Data Science tooling, such as Jupyter Notebooks, Tensorflow, Scikit-learn, and PyTorch
• Knowledge of JIRA, Github, or Gitlab
• Experience with data platforms such as Spark, Databricks, EMR, Snowflake, or BigQuery. 
• Distributed file system
• Experience with AWS, GCP, and Kubernetes
• Past experience working in a customer-facing role (IT Support, HelpDesk, and similar)

Education Preference

• Bachelor or Masters Degree in Data Science, Statistics, CS, or Information Sciences