Technical Support Engineer, Machine Learning - Tecton

Job Title: Technical Support Engineer, Machine Learning
Job Location: Remote (US)
Job Listing URL: https://jobs.lever.co/tecton/be4a84d2-5452-45e8-8766-5781d06d73de
Job Description: As a Technical Support Engineer at Tecton, you're instrumental in ensuring clients' seamless use of the company's machine learning operations (MLOps) platform. Your main focus is providing expert technical assistance and troubleshooting guidance to customers, swiftly addressing any issues they encounter while utilizing Tecton's platform. This involves deep product knowledge, proficiency in relevant technologies and programming languages, and adept communication skills to effectively assist customers from diverse technical backgrounds.

In addition to reactive support, you take a proactive approach by monitoring platform performance and collaborating with internal teams to implement solutions and enhancements. Your contributions extend beyond issue resolution to include the creation of knowledge base materials and training resources, empowering customers to optimize their use of Tecton's platform independently. Your role is pivotal in delivering exceptional customer experiences and bolstering 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
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