Union.ai is hiring a
Support Engineer

Summary

The job is for a Customer Success Engineer at Union.ai who will be responsible for resolving customer issues, driving retention, and increasing adoption of the product. The ideal candidate has a background in Data or Software Engineering, strong Python programming skills, and experience supporting machine learning enabled solutions. Benefits include excellent medical coverage, meaningful equity, unlimited time off, 401K match, 12 weeks paid parental leave, flexible work schedule, and focus on diversity and inclusion.

Requirements

• 3+ years of Data or Software Engineering background with strong understanding of public cloud technologies, containers and ML/data infrastructure
• Strong Python programming skills and ability to debug code. Java and / or Scala are pluses
• Customer obsession. You take pride in solving customers' technical problems and have demonstrable experience supporting SMB and enterprise customers
• Used or supported machine learning enabled solutions and/or MLOps/DevOps in an enterprise setting
• Awareness (or strong interest) of the latest trends in the broader machine learning and data orchestration field
• Excellent written and verbal communications skills, with a tone that conveys empathy
• Familiarity with data processing, ML systems, MLOps and Machine Learning infrastructure components

Responsibilities

• Resolve, triage, or escalate customer workflow issues by diagnosing platform/infrastructure vs. user code problems
• Drive retention and increased adoption of Union by developing deep knowledge of our customers’ business objectives and technical solutions
• Partner with Engineering, Product, Sales, Customer Success to represent the voice of the customer, highlighting customer pain points and challenges in the adoption the platform
• Collaborate with our Documentation team to develop and maintain customer-facing documentation, FAQs, common customer issues, best practices, etc
• Represent the voice of the customer in product design, solution, and prioritization conversations
• Learn, contribute to, and champion the Flyte open-source workflow orchestration system
• Educate technical users on Union products
• Own meeting support KPIs and SLAs by implementing and managing expectations, processes, and tooling for customer support
• Collaborate with Customer Success to maintain a cadence of communication with customers about their adoption trends, sentiment, and opportunities for deeper engagement

Preferred Qualifications

Familiarity with Spark, Airflow, Tensorflow, Pytorch and other ML libraries are helpful

Benefits

• Excellent medical - We pay 100% of your premiums and 90% for your dependents
• Generous dental and vision plans- We pay 90% of the premiums for you and your dependents
• Meaningful equity in the form of options – all employees are owners here
• Unlimited time off + 12 company holidays
• 401K match - Union.ai matches 100% of contributions up to the first 3%, and 50% up to 5%
• 12 weeks paid parental leave for primary and secondary caregivers
• Flexible work schedule at a remote friendly company