RRemoteville
Union.ai logoUnion.ai

Support Engineer

Skills
Customer SupportDatabasesKey Performance IndicatorsProduct DesignSMBService-Level AgreementsTechnical Support
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 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

Day to day

  • 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