Tecton is hiring a
Technical Support Engineer

Summary

The job is for a Technical Support Engineer at Tecton, responsible for providing technical assistance and troubleshooting guidance to customers using their MLOps platform. The role requires 3+ years of experience, knowledge of SQL, Python or PySpark, basic networking knowledge, and a Bachelor's or Master's degree in relevant fields. Additional skills like familiarity with Machine Learning tools, data platforms, and customer-facing roles are beneficial. The estimated salary range is $111,000 - $135,000 annually, and benefits include medical, dental, vision, life insurance, 401(K), flexible paid time off, holidays, sick time, leave of absence, and equity.

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

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, and similar)

Benefits

• Medical, dental, vision, life insurance
• 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
• Equity