DataRobot

Platform AI Support Engineer

Job Description

Posted on: 
January 19, 2023

As a Platform Support Engineer, your role is to delight our customers with your passion and knowledge of the DataRobot Platform.  Customers will look to you for technical guidance and for expert advice with regard to their effective and optimal use of DataRobot.  You will be the voice of the customer in DataRobot product and engineering teams for product feedback and improvements.  You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements.

Based on business needs, you may be assigned to work with one or more DataRobot Priority Support customers. You will develop a strong understanding of the customer’s use case and how they leverage the DataRobot platform. You will deliver exceptional service, enabling them to achieve the highest levels of continuity and performance from their DataRobot implementation.

Responsibilities

  • Ensure that our customer experience is exceptional
  • Assisting customers by successfully installing or upgrading DataRobot on their platform
  • Mitigating customer problems with their installation
  • Work directly with customers through our support portal on issues they may be experiencing
  • Get on video calls to help with any troubleshooting or installation needs
  • Work with back-end engineering teams to mitigate and resolve escalated cases as well as ensure the voice of the customer is represented
  • Create knowledge base articles
  • Participate in on-call rotations for non-standard hours
  • Custom installations with non-standard environments
  • Providing technical requirements to engineering teams

Job Requirements

  • Experience supporting customers
  • Experienced with at least one cloud platform (AWS, Azure, GCP)
  • Troubleshooting experience within enterprise infrastructure
  • Linux and network administration
  • Experiencing working with Engineering and communicating customer requirements
  • Experience with database management (SQL, MongoDB, Redis)
  • Experience with enterprise regulatory compliance and security
  • Experience with SSO authentication and LDAP
  • Experience with Docker and/or Kubernetes
  • 3+ years of industry support experience

Nice to haves:

  • Python and R experience
  • Experience with Data Science, machine learning, or artificial intelligence
  • Experience with Hadoop
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