Technical Support Engineer, Machine Learning

$111,000 - $135,000/Yr

Tecton Corporation - San Francisco, CA

Full-time - Entry Level

San Francisco, CA

Real Estate

About the position

As a Technical Support Engineer at Tecton, you play a crucial role in ensuring that clients can seamlessly utilize the company's machine learning operations (MLOps) platform. Your primary responsibility is to provide expert technical assistance and troubleshooting guidance to customers, swiftly addressing any issues they encounter while using Tecton's platform. This requires a deep understanding of the product, proficiency in relevant technologies and programming languages, and strong communication skills to effectively assist customers from diverse technical backgrounds. In addition to reactive support, you adopt a proactive approach by monitoring platform performance and collaborating with internal teams to implement solutions and enhancements. Your contributions extend beyond mere issue resolution; you are also responsible for creating knowledge base materials and training resources that empower customers to optimize their use of Tecton's platform independently. Your role is pivotal in delivering exceptional customer experiences and reinforcing Tecton's position as a leader in MLOps solutions.

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.

Requirements

• Knowledge of SQL
• Knowledge of Python and/or PySpark
• Basic knowledge of networking

Nice-to-haves

• 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
• Experience with AWS, GCP, and Kubernetes
• Past experience working in a customer-facing role (IT Support, HelpDesk, Retail, and similar)

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• 401(K)
• Flexible paid time off
• 10 paid holidays each calendar year
• Sick time
• Leave of absence as per the FMLA and other relevant leave laws