Agility Partners is seeking an experienced Embedded Escalation Engineer to join a Fortune 15 company's Customer Service and Support team, specializing in Data and AI Support Engineering, based in the greater Seattle area.
This position offers a unique opportunity to be an integral part of the Customer Service and Support team, virtually collaborating with the Cognitive Services & IoT Product Group.
As an Embedded Escalation Engineer, you will engage in backend escalation support, working with AI and ML portfolios, influencing future product enhancements, and contributing to a dynamic and rapidly expanding AI space.
All the relevant skills, qualifications and experience that a successful applicant will need are listed in the following description.
In this role you will :
- Lead engineering investigations to swiftly resolve support incidents, improving customer experience
- Develop tools, automate issue detection, and contribute to self-resolution capabilities for customers and support
- Identify recurring issues and drive engineering solutions, focusing on enhancing Azure support capabilities
- Contribute to product improvements by initiating impactful changes and influencing product development
Benefits and Perks
- Hybrid position in Redmond, Washington
- Ability to influence product development and enhancing the experiences of millions of users, while pioneering innovative solutions and evolving the landscape of customer experience and technical support
- Culture-focused company focused on customer-first and a growth mindset
- Great resume builder gain experience with a Fortune 15 company
- Medical, Dental and Vision plans (PPO and HSA plans available); Individual and Family coverage offerings
- Long and short term disability coverage
- 401(k)
The Ideal Candidate
- 5+ years of experience as an Embedded Escalation Engineer
- Strong technical depth, machine learning, and open AI expertise. Excellent communication and presentation skills
- Experience in customer-facing or technical escalation support roles
- Experience in Microsoft Azure Platform, Cloud Computing, Azure OpenAI / Cognitive Services, or IoT services
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