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Technical Support Engineer
hace 3 semanas
At Tecton, we solve the complex data problems in production machine learning. Tecton’s feature platform makes it simple to activate data for smarter models and predictions, abstracting away the complex engineering to speed up innovation.
Tecton’s founders developed the first Feature Store when they created Uber’s Michelangelo ML platform, and we’re now bringing those same capabilities to every organization in the world.
Tecton is funded by Sequoia Capital, Andreessen Horowitz, and Kleiner Perkins, along with strategic investments from Snowflake and Databricks. We have a fast-growing team that’s distributed around the world, with offices in San Francisco and New York City. Our team has years of experience building and operating business-critical machine learning systems at leading tech companies like Uber, Google, Meta, Airbnb, Lyft, and Twitter.
As a Technical Support Engineer at Tecton, you will be a cornerstone of customer success, delivering expert technical assistance and troubleshooting for Tecton's machine learning operations (MLOps) platform. Your role involves swiftly resolving client issues through deep product knowledge, technical proficiency, and clear communication, while also proactively monitoring platform performance and collaborating on enhancements. Furthermore, you will empower users by creating valuable knowledge base content and training materials, ultimately ensuring exceptional customer experiences and solidifying Tecton's leadership in MLOps solutions.
**Responsibilities**:
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.
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.
- Take end-to-end ownership of customer issues, including troubleshooting, identification of root cause together with the Engineering team and issue resolution
- Pilot new Tecton features with customers and collect feedback
- Collect information and document bugs for product issues that are impacting customers. Build process or troubleshooting documentation in the support knowledge base. 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
**Qualifications**:
**Qualifications and Values**:
- Bachelor's or Master's Degree in Data Science, Mathematics, CS, or Information Sciences
- Knowledge of SQL
- Knowledge of Python and/or PySpark
**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, Snowflake, or BigQuery.
- Experience with AWS, GC,P and Kubernetes
- Serve as internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible
- Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience.
- Assess and prioritize customer cases to ensure timely response and resolution according to service standards and best practices, with an emphasis on escalated cases.
- Deliver against customer experience and efficiency targets.
- Build process or troubleshooting documentation in the support knowledge base.
- Collect information and document bugs for product issues impacting customers.
- Take end-to-end ownership of customer issues, including troubleshooting, identification of root cause together with the Engineering team, and issue resolution.
- Bachelor's or Master's Degree in Data Science, Statistics, CS, or Information Sciences
**Education Preference**
- Past experience working in a customer-facing role (IT Support, HelpDesk, Retail, and similar)
- Experience with AWS, GCP,
