Technical Support Engineer

About the position

At Dataiku, we're not just adapting to the AI revolution, we're leading it. Since our beginning in Paris in 2013, we've been pioneering the future of AI with a platform that makes data actionable and accessible. With over 1,000 teammates across 25 countries and backed by a renowned set of investors, we're the architects of Everyday AI, enabling data experts and domain experts to work together to build AI into their daily operations, from advanced analytics to Generative AI. The Support organization is a fully remote team focused on enabling our customers and helping them work through any technical issues or questions related to our Everyday AI Platform (DSS). We are a rapidly scaling and globally distributed team, with members spanning 10+ countries and across 3 major continents. Our focus is to take our growth to the next stage by building out an enterprise-grade global support function.

Responsibilities

• Help Americas and global customers solve their technical issues with Dataiku through a variety of communication channels
• Communicate with our R&D team to solve complex issues and/or share feedback from our Americas customers for future product improvement
• Work with other customer-facing teams when escalating or rerouting issues to help ensure a proper and efficient / timely resolution
• Document knowledge in the form of technical articles and contribute to knowledge bases or forums within specific areas of expertise
• Occasionally wear multiple hats and help out with other activities in a fast-paced and dynamic startup team environment

Requirements

• 4-6 years of experience in a client-facing engineering or technical role, ideally involving a complex and rapidly evolving software/product
• Experience with cloud platforms such as AWS, Azure, and GCP
• Experience with Docker and Kubernetes
• Proficiency working with Unix-based operating systems
• Experience with relational databases (or data warehouses like Snowflake) and SQL
• Ability to read and write Python or R code
• Collaborative and helpful mindset with a focus on always working as a team
• A strong competency in technical problem solving with demonstrated experience performing advanced log analysis, debugging, and reproducing errors

Nice-to-haves

• Experience with big data technologies, such as Hadoop or Spark
• Experience with authentication and authorization systems such as LDAP, SAML, and Kerberos
• Experience with ML models and LLMs

Benefits

• Stock options
• Medical, dental, and vision plans
• Flexible spending accounts
• Pre-tax commuter benefits
• 401k company match
• Paid vacations and sick leave
• Paid parental leave
• Employer paid disability coverage
• Additional health and wellbeing perks and benefits