Machine Learning Customer Support Engineer

Summary

Join Velotio, a product engineering company with a remote-friendly work culture, and contribute to our team supporting innovative startups and enterprises. We offer the flexibility to work remotely or from our Pune office. As a Support Engineer, you will be responsible for promptly addressing user inquiries across various channels, collaborating with engineering and product teams, and identifying areas for improvement. This role requires strong technical skills, including Python expertise and experience with machine learning frameworks. We value a positive and inclusive work environment, encouraging growth and development.

Requirements

• 2+ Programming experience in the workplace OR a computer science degree
• Python expert
• Experience using any of the following: Keras, Tensorborad, Tensorflow, Pytorch, Pytorch Lightning, Jupyter notebooks, colabs, matplotlib and other ML frameworks and tools
• A passion for connecting with real users and enabling them to be power users of the product
• Good organization of assigned requests to oversee timely follow-up for every message
• Work autonomously in a self-directed environment
• Proactively find ways to improve processes and collaborate internally
• Answer messages with a kind, thoughtful tone that makes users feel appreciated and connected to our team
• Interest in machine learning

Responsibilities

• Quickly respond to all inbound support requests including email, live chat and community forums
• Triage bugs and requests based on customer type and severity of issue
• Track inbound and outbound responses to ensure contact SLAs are being met
• Maintain a fast response time for entire user base
• Collaborate with the engineering and product team when troubleshooting issues and providing feedback on features
• Recognize trends in user messages to help identify areas of improvement in internal or external documentation
• Learn W&B product features and build up knowledge base to resolve issues on your own

Preferred Qualifications

• Have worked in a small-stage startup previously
• Previous experience in machine learning
• Customer service experience in a technical SaaS environment
• Experience in frontend frameworks
• Experience with Docker, AWS, GCP, Azure
• Experience with Kubernetes or other cloud infrastructures

Benefits

Remote work, flexible hours