Machine Learning Customer Engineer

Summary

Join Snorkel AI as a Machine Learning Support Engineer and become integral to the post-sales journey for our enterprise customers. You will solve complex customer problems, collaborate with field and engineering resources, and serve as a trusted advisor, guiding customers through their Snorkel journey. This role involves partnering with users to design, build, and deploy AI applications, resolving critical technical issues, and contributing to support materials. You will prioritize and manage customer requests, drive improvements in issue triage, and represent customer needs to shape the product roadmap. This role can be remote or hybrid, based in New York City or Redwood City/San Francisco. As one of the first members of the Customer Success Team, you will play a key role in shaping processes and best practices.

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

Responsibilities

• 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

Preferred Qualifications

• Track record of collaboration across field and engineering teams to manage support issues and resolution within accounts
• Previous experience working on machine learning projects or industry knowledge of standard technologies in the machine learning space
• 2+ years experience programming as a software engineer or personal projects
• Experience with deploying and operating Kubernetes applications

Benefits

• Comprehensive medical, dental, and vision plans for Snorkelers and their families
• Yearly wellness stipend
• 401k program
• Parental leave program lets new parents take up to 20 weeks of paid time off
• Workstation setup allowance
• Equity compensation in the form of employee stock options