AI Support Engineer II

Job Description:

DataRobot delivers AI that maximizes impact and minimizes business risk. Our platform and applications integrate into core business processes so teams can develop, deliver, and govern AI at scale. DataRobot empowers practitioners to deliver predictive and generative AI, and enables leaders to secure their AI assets. Organizations worldwide rely on DataRobot for AI that makes sense for their business — today and in the future. 

We are searching for an AI Support Engineer who enjoys working with data and helping users solve complex problems. This is a customer-facing position and will require the ability to interact with customers daily during scheduled working hours or during an escalated incident on the weekend. The AI Support Engineer will work closely with developers to reproduce problems and deliver fixes. The person is an excellent communicator, technically astute, with an outstanding ability to troubleshoot complex issues.

At DataRobot, we also apply our own AI tools to better service customers. Therefore, we are seeking candidates 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. As an AI Support Engineer, you will be working with data scientists, data engineers, developers, and IT to help solve the most challenging AI problems.

Key Responsibilities:

• Provide customer support to DataRobot AI Platform users via the SalesForce ServiceCloud ticketing system during 5:30 AM - 1:30 PM IST (12 AM  - 8 AM UTC)

• Help customers over email or Zoom/Webex meetings to facilitate issue resolution

• Work with product, engineering, and data science teams to resolve customer issues

• Create workarounds when standard procedures have failed and ensure issues are solved in a timely manner

• Document customer issues and resolutions, create knowledge base content related to software usage

• Participate in AI Support projects to develop models and tools to automate and improve customer service

• Weekend Severity 1 on-call rotation

• Participate in production incidents (IR) on the DataRobot MTS (SaaS) platform as an Incident Communicator

Knowledge, Skills & Abilities:

• Bachelor in Computer Science, Engineering, Statistics, Data Science, or equivalent.

• 3+ years of industry customer support experience

• Hands-on experience with troubleshooting Kubernetes-based applications

• Knowledge of cloud infrastructure providers (AWS, Azure, Google Cloud)

• Linux administration, networking, and containerization (Docker).

• Python scripting skills for automation and debugging purposes.

• Experience using AI tools in daily operations and support tasks

• Excellent verbal and written communication skills to interact with technical and non-technical audiences.

Nice to have:

•  Support experience with AI / ML enterprise applications

• Understanding of AI / ML model training lifecycle

• Incident management experience on SaaS platforms 

• Experience with Mongo, Postgres, and Redis database support and troubleshooting 

• Hands-on experience with SalesForce ServiceCloud

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!

DataRobot Operating Principles:

• Wow Our Customers
• Set High Standards
• Be Better Than Yesterday
• Be Rigorous
• Assume Positive Intent
• Have the Tough Conversations
• Be Better Together
• Debate, Decide, Commit
• Deliver Results
• Overcommunicate

Research shows that many women only apply to jobs when they meet 100% of the qualifications while many men apply to jobs when they meet 60%. At DataRobot we encourage ALL candidates, especially women, people of color, LGBTQ+ identifying people, differently abled, and other people from marginalized groups to apply to our jobs, even if you do not check every box. We’d love to have a conversation with you and see if you might be a great fit. 

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.

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