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.
Qualifications, skills, and all relevant experience needed for this role can be found in the full description below.
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
$111,000 - $135,000 a yearThe estimated US base salary range for this position is $111,000 - $135,000 annually for employees based within California & New York.
In addition to base salary, we offer competitive equity & comprehensive benefits such as medical, dental, vision, life, 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.
Individual compensation packages are based on multiple factors such as location, level, role scope, and complexity, as well as additional job-related factors such as skills, experience, and expertise.
Tecton values diversity and is an equal opportunity employer committed to creating an inclusive environment for all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other applicable legally protected characteristics.
If you would like to request any accommodations from the application through to the interview, please contact us at [email protected].
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
J-18808-Ljbffr
Machine Learning Engineer
Calico is seeking a machine learning (ML) engineer to develop and productionize ML algorithms and software tools to support research into human aging and aging-related diseases. This person will be part of a cross-functional effort to build a world-class machine learning platform to advance research...
Senior Machine Learning Engineer - Collision Avoidance System
You will lead a team of deep learning engineers leveraging technical and managerial skills to deliver high-impact results. You will leverage our large-scale machine learning infrastructure to discover new solutions and push the boundaries of the field. Experience with production Machine Learning pip...
Machine Learning Engineer - Threat Intelligence
The successful candidate will work on designing, developing, and implementing Machine Learning algorithms and models to deploy scalable Machine Learning models. We are seeking a Machine Learning Engineer to join our team. We use data science and machine learning to process large volumes of data and ...
Staff Machine Learning Engineer (Modeling), Financial Crimes (CashApp)
Work with the embedded Machine Learning Engineers on the team and ML platform services to deploy models to the production environment and monitor ongoing performance. We are leveraging Generative AI (specifically Large Language Models) and Machine Learning as an integral part of our toolkit to fulfi...
Staff Machine Learning Engineer
Our team of medical clinicians, roboticists, and machine learning experts are working to bridge this gap by building the world’s first remotely-operated, semi-autonomous endovascular surgical robot. Expertise with deep neural networks for unsupervised learning, such as VAEs or GANs. ...
Machine Learning Engineer
Design and build the data pipelines to train the machine learning algorithms. ...
Staff Machine Learning Engineer, Simulation
Proven experience in machine learning and classification. Our technology stack includes Generative AI models (GPT) and Reinforcement Learning (RL). The Smart Agents group work closely with the rest of the Simulation, and our partners Behaviors, Perception, and Safety Engineers. Spotting and collabor...
Sr. Machine Learning Engineer
This role is part of the growth team, where you will collaborate with machine learning engineers, data scientists, and product engineers to enhance and personalize our new user experience, optimize our lifecycle strategy, and build growth-focused features. Combining cognitive science and machine lea...
Machine Learning Engineer - Community Notes
Design and build improvements to our unique machine learning algorithm that improve Community Notes’ helpfulness, accuracy, scale, speed, and manipulation resistance. Build efficient, scalable internal production machine learning systems and infrastructure. Enjoy working in a 0-to-1 space with no kn...
Sr. Software Engineer / Machine Learning Engineer
Software Engineer / Machine Learning Engineer. Machine Learning, Data Science. Bachelor's degree in a technical field, or equivalent practical experience. ...