Machine Learning Support Engineer - Remote

Overview

As a Machine Learning Support Engineer (MLSE), you are integral to the post-sales journey for our enterprise customers. In this role, you will do more than manage issues and SLAs, you will help solve complex customer problems, collaborate cross-functionally with field and engineering resources, and serve as a trusted advisor.

In Short

• Partner with Snorkel Flow users to design, build, troubleshoot and deploy AI applications.
• Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues.
• Perform live working sessions to analyze and address customer reported issues.
• Prioritize, document and coordinate customer issues with account assigned ML Success Managers and the Snorkel engineering team.
• Contribute to internal and external guides and docs, improving our self-service support materials.
• Become an expert in the Snorkel Flow platform and assist our customers do the same.
• Drive improvements in issue triage, reporting, and analysis to better understand customer pain points.
• Be the voice for our customers and represent their needs and concerns to help drive our product roadmap.
• As one of the first members of our Customer Success Team, you'll play a key role in shaping our processes, best practices and the Snorkel product.

Requirements

• 2+ years experience working in a technical customer-facing role.
• B.S. degree in a quantitative field such as Computer Science, Engineering, or comparable degree/experience.
• Proficient in Python.
• Previous experience with cloud infrastructure providers such as Amazon Web Services, Microsoft Azure, or Google Cloud Platform.
• Outstanding organizational skills and ability to multitask in order to effectively prioritize and manage customer requests.
• Experience with common support software like Zendesk, Jira, and Slack.

Benefits

• Comprehensive medical, dental, and vision plans for Snorkelers and their families.
• Yearly wellness stipend.
• 401k program for future planning.
• Parental leave program allowing up to 20 weeks of paid time off.
• Workstation setup allowance.