As a Machine Learning Support Engineer (MLSE), you are integral to the post-sales journey for our enterprise customers. In this role, you will do more than manage issues and SLAs, you will help solve complex customer problems, collaborate cross-functionally with field and engineering resources, and serve as a trusted advisor. You will shepherd customers through their Snorkel journey and provide them with the guidance and knowledge required to accomplish their strategic goals using our product. The MLSE is an ultimate problem solver, provides creative solutions, actively contributes to the company's growth and helps shape our product.
Main Responsibilities
- Partner with Snorkel Flow users to design, build, troubleshoot and deploy AI applications.
- Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues.
- Perform live working sessions to analyze and address customer reported issues.
- Prioritize, document and coordinate customer issues with account assigned ML Success Managers and the Snorkel engineering team.
- Contribute to internal and external guides and docs, improving our self-service support materials.
- Become an expert in the Snorkel Flow platform and assist our customers do the same.
- Drive improvements in issue triage, reporting, and analysis to better understand customer pain points.
- Be the voice for our customers and represent their needs and concerns to help drive our product roadmap.
- As one of the first members of our Customer Success Team, you'll play a key role in shaping our processes, best practices and the Snorkel product.
Minimum Qualifications
- 2+ years experience working in a technical customer-facing role.
- B.S. degree in a quantitative field such as Computer Science, Engineering, or comparable degree/experience.
- Proficient in Python.
- Previous experience with cloud infrastructure providers such as Amazon Web Services, Microsoft Azure, or Google Cloud Platform.
- Outstanding organizational skills and ability to multitask in order to effectively prioritize and manage customer requests.
- Experience with common support software like Zendesk, Jira, and Slack.
Preferred Qualifications
- Track record of collaboration across field and engineering teams to manage support issues and resolution within accounts.
- Previous experience working on machine learning projects or industry knowledge of standard technologies in the machine learning space.
- 2+ years experience programming as a software engineer or personal projects.
- Experience with deploying and operating Kubernetes applications.