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Technical Support Engineer
3 weeks ago
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. Responsibilities
- 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
- 3+ years of experience
- Knowledge of SQL
- Knowledge of Python and/or PySpark
- Basic knowledge of networking
- 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)
- Bachelor or Masters Degree in Data Science, Statistics, CS, or Information Sciences
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.
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