Remote Support Engineer Job in Seattle, WA Union.ai

Who you are

• 3+ years of Data or Software Engineering background with strong understanding of public cloud technologies, containers and ML/data infrastructure
• Strong Python programming skills and ability to debug code
• Java and / or Scala are pluses
• Customer obsession with demonstrable experience supporting SMB and enterprise customers
• Experience with machine learning enabled solutions and/or MLOps/DevOps in an enterprise setting
• Awareness or strong interest in the latest trends in the broader machine learning and data orchestration field
• Excellent written and verbal communications skills
• Familiarity with data processing, ML systems, MLOps and Machine Learning infrastructure components
• Familiarity with Spark, Airflow, Tensorflow, Pytorch and other ML libraries
• Grounding in the fundamentals of distributed systems

What the job involves

• Resolve, triage, or escalate customer workflow issues by diagnosing platform/infrastructure vs. user code problems
• Drive retention and increased adoption of Union by developing deep knowledge of our customers’ business objectives and technical solutions i.e. use cases, infrastructure configuration, integrations
• Partner with Engineering, Product, Sales, Customer Success to represent the voice of the customer, highlighting customer pain points and challenges in the adoption the platform
• Collaborate with our Documentation team to develop and maintain customer-facing documentation, FAQs, common customer issues, best practices
• Represent the voice of the customer in product design, solution, and prioritization conversations
• Learn, contribute to, and champion the Flyte open-source workflow orchestration system (see https://slack.flyte.org), as well as related Union managed services
• Educate technical users on Union products
• Own meeting support KPIs and SLAs by implementing and managing expectations, processes, and tooling for customer support
• Collaborate with Customer Success to maintain a cadence of communication with customers about their adoption trends, sentiment, and opportunities for deeper engagement