Technical Support Engineer, Machine Learning



Software Engineering, IT, Customer Service
United States · Remote
Posted on Friday, May 17, 2024
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
  • Collect information and document bugs for product issues impacting customers
  • Build process or troubleshooting documentation in the support knowledge base
  • Write comprehensive knowledge base articles to aid customers in issue resolution and product understanding
  • 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

Must Have Qualifications

  • 3+ years of experience
  • Knowledge of SQL
  • Knowledge of Python and/or PySpark
  • Basic knowledge of networking

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, Databricks, EMR, Snowflake, or BigQuery.
  • Distributed file system
  • Experience with AWS, GCP, and Kubernetes
  • Past experience working in a customer-facing role (IT Support, HelpDesk, and similar)

Education Preference

  • Bachelor or Masters Degree in Data Science, Statistics, CS, or Information Sciences
Tecton values diversity and is an equal opportunity employer committed to creating an inclusive environment for all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other applicable legally protected characteristics. If you would like to request any accommodations from the application through to the interview, please contact us at recruitingteam@tecton.ai.
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.