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Customer Solutions Engineer

2 months ago

Phoenix, Arizona, United States Tecton Corporation Full time
Position Overview

As a Customer Solutions Engineer at Tecton Corporation, you play a crucial role in facilitating clients' effective utilization of our advanced machine learning operations (MLOps) platform. Your primary responsibility is to deliver expert technical support and troubleshooting assistance to customers, promptly resolving any challenges they face while engaging with Tecton's offerings.

This role demands a comprehensive understanding of our products, proficiency in essential technologies and programming languages, and exceptional communication skills to cater to clients from various technical backgrounds.

Key Responsibilities
  • Assume full responsibility for customer inquiries, encompassing troubleshooting, root cause analysis in collaboration with the Engineering team, and resolution of issues.
  • Gather and document information regarding product-related bugs affecting customers.
  • Create and maintain troubleshooting documentation within the support knowledge base.
  • Develop detailed knowledge base articles to assist customers in resolving issues and enhancing their understanding of the product.
  • Achieve targets related to customer experience and operational efficiency.
  • Evaluate and prioritize customer cases to ensure prompt responses and resolutions, particularly for escalated matters.
  • Exceed customer expectations regarding response quality, timeliness, and overall satisfaction.
  • Act as a liaison for both internal and external stakeholders on customer-related issues, ensuring swift resolution of concerns.
Essential Qualifications
  • Minimum of 3 years of relevant experience.
  • Proficient in SQL.
  • Familiarity with Python and/or PySpark.
  • Basic understanding of networking concepts.
Preferred Qualifications
  • Experience with machine learning and data science tools, including Jupyter Notebooks, TensorFlow, Scikit-learn, and PyTorch.
  • Knowledge of project management tools such as JIRA, GitHub, or GitLab.
  • Experience with data platforms like Spark, Databricks, EMR, Snowflake, or BigQuery.
  • Familiarity with distributed file systems.
  • Experience with cloud services such as AWS, GCP, and Kubernetes.
  • Background in customer-facing roles (IT Support, HelpDesk, etc.).
Educational Background
  • Bachelor's or Master's Degree in Data Science, Statistics, Computer Science, or Information Sciences.

Tecton Corporation is committed to fostering a diverse and inclusive workplace. We are an equal opportunity employer and encourage applications from individuals of all backgrounds, without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other legally protected characteristics.

This employer participates in E-Verify to confirm employment eligibility in the U.S.