Provide L2/L3 technical and customer-facing support for enterprise customers: investigate issues with logs, SQL and APIs, use observability tools to monitor and debug, own incidents end-to-end, escalate actionable bug reports to R&D, validate fixes, and maintain the knowledge base. Role requires shift work, including nights and weekends.

Research, prototype, and validate ML solutions; own end-to-end model lifecycle including production deployment, drift monitoring, and retraining; explain models to engineers, product, and stakeholders; identify new ML opportunities and push models into production.