Job Description:
There is no hotter field than artificial intelligence, and DataRobot is at the forefront. DataRobot is a leader in helping global businesses achieve their AI objectives and realizes incredible business value through the successful use of the DataRobot Automated Machine Learning Platform. We are searching for an engineer that can handle complex problems. The Installation AI Support Engineer will work closely with developers to reproduce problems and deliver fixes and help design solutions that help our customers realize value. This is a customer-facing position and will require the ability to interact with the customer during scheduled work or an escalated incident. The focus of this position will be developing techniques and tools to define problems and mitigate problems that block customer progress. The engineer is an excellent communicator, technically astute, with an outstanding ability to troubleshoot issues.
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.
Special Requirements:
- Applicants should be flexible with schedule changes to meet business needs
- Applicants should be flexible working in US/EMEA shifts hours.
What you’ll do
- 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
What you need:
- 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
The talent and dedication of our employees are at the core of DataRobot’s journey to be an iconic company. We strive to attract and retain the best talent by providing competitive pay and benefits with our employees’ well-being at the core. Here’s what your benefits package may include depending on your location and local legal requirements: Medical, Dental & Vision Insurance, Flexible Time Off Program, Paid Holidays, Paid Parental Leave, Global Employee Assistance Program (EAP) and more!
Our Core Values:
- Be You – We are co-contributors to our culture committed to diversity, inclusion, equity and a sense of belonging throughout our global community. We value each person as their authentic self and welcome honest and respectful dialogue as an avenue to greatness.
- Dream Big – We don’t settle for the status quo. We always pursue the development of the next version of ourselves. We believe investment in the growth and resilience of our people is the foundation of building an iconic company.
- Be Data-Driven – We believe data-driven decision making enables innovation and execution at velocity while ensuring repeatable success. We take on the toughest challenges as we transform the world with our platform and AI.
- Better Together – We celebrate success and learn from failure as one team. We foster an aligned, collaboration-first workplace by building trust through transparency, integrity and accountability.
- Champion Customers – We empower our customers and our communities by shaping the future of trusted, augmented intelligence in order to solve their most difficult problems. We are humble, not complacent. We succeed when they succeed.
All U.S. DataRobot employees must be fully vaccinated against COVID-19. If there is a medical, religious, or other legally protected reason that prevents you from receiving an available COVID-19 vaccination, and you are selected as a candidate for consideration, we have a process in place to evaluate requests for accommodation.
DataRobot is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. DataRobot is committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. Please see the United States Department of Labor’s EEO poster and EEO poster supplement for additional information.
