Remote Technical Support Engineer, Machine Learning

Summary

Join Tecton as a Technical Support Engineer, providing expert technical assistance and troubleshooting guidance to customers, while taking a proactive approach by monitoring platform performance and collaborating with internal teams.

Requirements

• 3+ years of experience
• 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
• Serve as internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible

Benefits

• 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