DataRobot - Principal AI Support Engineer

There is no hotter field than artificial intelligence, and DataRobot is at the forefront. DataRobot is a leader helping global businesses achieve their AI objectives and realize incredible business value through successful use of the DataRobot Automated Machine Learning Platform. We are searching for an engineer that can handle complex problems and turn the lessons learned into enablement sessions focused on up-skilling the other support engineers. Additionally, the Principal AI Support Engineer will work closely with developers to reproduce problems and deliver fixes as well as 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 an escalated incident or as required. The focus of this position will be developing techniques and tools to define problems and mitigate problems that block a customers progress. The engineer is an excellent communicator, technically astute, with outstanding ability to troubleshoot complex issues.

While the engineer primarily works on the back-end dedicated to escalated problems, they also work with DataRobot engineering and product management teams to perform advocacy on behalf of the customer. This role will be the voice of the customer to engineering to ensure customer-found-defects are prioritized correctly and communicated to the appropriate engineering teams. This role will need to relay technical concepts to customers and voice customer pain points to engineers; requiring strong troubleshooting and communication skills. Further this role will need to train, mentor, and grow Support teams within their region; ensuring lessons learned are permeated throughout the org and identifying opportunities to teach other Support members so they may level up technically and grow.

At DataRobot we are launching a new era in support in which you assist customers, but you will also apply AI tools to better service our customers. Therefore, we are seeking candidates that are passionate about providing support and building tools that use the DataRobot Platform to provide an unprecedented support service. This is an exciting opportunity to join a leader and work at the forefront of Artificial Intelligence and Automated Machine Learning. As a Principal AI Support Engineer you will be working with data scientists, developers, and IT to help solve the most challenging AI, machine learning, and data science problems.

What you will do:

• Principal AI Support Engineers ensure that our customer experience is exceptional
• Focus on mitigating complex problems with custom scripts and modifications
• Provide guidance on escalated support cases
• Work with back-end engineering teams to mitigate and resolve escalated cases as well as ensure the voice of the customer is represented
• Provide content for on-boarding new engineers, continuous learning, and upskilling engineers on latest troubleshooting

• Perform L3 Escalation Support and maintain procedures 
• Participate in on-call rotations for non-standard hours
• Custom installations, including Hadoop or non-standard environments
• Testing new features for support sign off
• Support liaison into engineering
• Providing technical requirements to engineering teams

What you need:

• Experience building and mentoring a team
• Experience supporting customers
• Troubleshooting experience within enterprise infrastructure
• Senior Linux administration and enterprise network engineering 
• Experience with Big Data file systems
• 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 containerization (Docker, Kubernetes, etc)
• 5+ years of industry support experience

Bonus:

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