Tecton is hiring a
Technical Support Engineer in United States

Summary

The job is for a Technical Support Engineer at Tecton, responsible for providing technical assistance to customers using the company's MLOps platform. The role involves troubleshooting, issue resolution, creating documentation, and meeting service standards.

Requirements

• Knowledge of SQL
• Knowledge of Python and/or PySpark
• Basic knowledge of networking

Responsibilities

• Take end-to-end ownership of customer issues, including troubleshooting, identification of root cause together with the Engineering team, and issue resolution
• Collect information and document bugs for product issues impacting customers
• Build process or troubleshooting documentation in the support knowledge base
• Write comprehensive knowledge base articles to aid customers in issue resolution and product understanding
• Deliver against customer experience and efficiency targets
• Assess and prioritize customer cases to ensure timely response and resolution according to service standards and best practices, with an emphasis on escalated cases
• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience

Preferred Qualifications

• Familiarity with Machine Learning and Data Science tooling, such as Jupyter Notebooks, Tensorflow, Scikit-learn, and PyTorch
• Knowledge of JIRA, Github, or Gitlab
• Experience with data platforms such as Spark, Databricks, EMR, Snowflake, or BigQuery
• Distributed file system
• Experience with AWS, GCP, and Kubernetes
• Past experience working in a customer-facing role (IT Support, HelpDesk, Retail, and similar)

Benefits

• $111,000 - $135,000 a year
• Medical, dental, vision, life, 401(K), flexible paid time off, 10 paid holidays each calendar year, sick time, leave of absence as per the FMLA and other relevant leave laws