As a Support Engineer at Neptune, you'll be at the heart of the company. Your job is to ensure our customers maximize value from Neptune and enjoy their experience.
You'll achieve this by solving customer problems, educating users on Neptune's capabilities, and communicating customer needs to improve our product.
You'll serve as an escalation resource in your areas of expertise, represent the team on complex issues, and answer a variety of technical questions.
Your knowledge of Python programming, Data Science, Machine Learning, MLOps, and model training approaches will help you guide customers and understand their requirements.
We're looking for someone to support our key customers based in Americas time zones.
In this role, you will:- Solve customer problems using our online ticketing and chat applications;
- Create, update, and communicate bug reports and feature requests;
- Develop technical content for example projects, documentation, and knowledge base;
- Support customer onboarding and training;
- Collaborate with engineering, product, customer success, and technical writing teams.
- Python programming and ecosystem experience, ideally in Data Science and Machine Learning applications;
- Knowledge and practical application of Data Science and Machine Learning techniques;
- Experience working with ML tools such as PyTorch and JAX;
- Ability to communicate complex technical topics to customers and coworkers;
- Excellent organizational and remote working skills, with the ability to efficiently coordinate and prioritize multiple tasks to completion;
- Location in a US time zone, preferably between UTC-8 and UTC-3.
- Experience in managing customer-facing cases throughout the entire support lifecycle—from initial inquiry to triage, reproduction, bug reporting, and resolution;
- Experience with experiment trackers such as MLflow, Weights & Biases or Neptune;
- Open source contributions to projects in the Python ecosystem (ideally Data Science/ML related);
- Cloud infrastructure skills and experience with Kubernetes on AWS, GCP or Azure and monitoring tools such as Grafana;
- Previous experience working remotely with customer support and communication tools such as Intercom, Slack, Google Meet / Zoom, Linear, Notion, GitHub and GitLab.
We offer:
- Flexibility: 100% remote work with offices (co-works) in Warsaw/Wrocław/Poznań/Kraków available and flexible working hours;
- Share in our success: Participate in the Employee Stock Option Plan and be part of our growth journey;
- Contract: B2B;
- Time off: 20 paid service-free days per year;
- Ownership and impact: Space to take action, bring your ideas to life, and make a real impact.
Check out our ultimate guide for candidates to the neptune.ai Engineering team.
Don’t hesitate to contact our Talent Acquisition team, and check out our About us page to get to know the story and faces behind Neptune.
With your optional consent, we can retain your data for up to 12 months after the application to consider you for future suitable roles if you’re not a match for the current position.
Top Skills
What We Do
neptune.ai makes it easy to log, store, organize, compare, register & share 𝗮𝗹𝗹 𝘆𝗼𝘂𝗿 𝗠𝗟 𝗺𝗼𝗱𝗲𝗹 𝗺𝗲𝘁𝗮𝗱𝗮𝘁𝗮 𝗶𝗻 𝗮 𝘀𝗶𝗻𝗴𝗹𝗲 𝗽𝗹𝗮𝗰𝗲. - Automate and standardize as your modeling team grows. - Collaborate on models and results with your team and across the org. - Use hosted, deploy on-premises or in a private cloud. Integrate with any MLOps stack. 𝗧𝗮𝗸𝗲 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝘃𝗲 𝘁𝗼𝘂𝗿 𝗼𝗳 𝗮 𝗽𝘂𝗯𝗹𝗶𝗰 𝗻𝗲𝗽𝘁𝘂𝗻𝗲.𝗮𝗶 𝗽𝗿𝗼𝗷𝗲𝗰𝘁: https://bit.ly/3pSS1dZ
