AI Support Engineer II at DataRobot UK LTD

, , India -

Full Time

Start Date

Immediate

Expiry Date

27 Mar, 26

Salary

0.0

Posted On

27 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Troubleshooting, Kubernetes, Cloud Infrastructure, Linux Administration, Networking, Containerization, Python Scripting, AI Tools, Communication, Incident Management, Database Support, SalesForce ServiceCloud

Industry

Software Development

Description

Job Description: DataRobot delivers AI that maximizes impact and minimizes business risk. Our platform and applications integrate into core business processes so teams can develop, deliver, and govern AI at scale. DataRobot empowers practitioners to deliver predictive and generative AI, and enables leaders to secure their AI assets. Organizations worldwide rely on DataRobot for AI that makes sense for their business — today and in the future. We are searching for an AI Support Engineer who enjoys working with data and helping users solve complex problems. This is a customer-facing position and will require the ability to interact with customers daily during scheduled working hours or during an escalated incident on the weekend. The AI Support Engineer will work closely with developers to reproduce problems and deliver fixes. The person is an excellent communicator, technically astute, with an outstanding ability to troubleshoot complex issues. At DataRobot, we also apply our own AI tools to better service customers. Therefore, we are seeking candidates passionate about providing support and building tools that use the DataRobot Platform to provide an unprecedented support service. This is an exciting opportunity to join a leader and work at the forefront of Artificial Intelligence. As an AI Support Engineer, you will be working with data scientists, data engineers, developers, and IT to help solve the most challenging AI problems. Key Responsibilities: Provide customer support to DataRobot AI Platform users via the SalesForce ServiceCloud ticketing system during 5:30 AM - 1:30 PM IST (12 AM - 8 AM UTC) Help customers over email or Zoom/Webex meetings to facilitate issue resolution Work with product, engineering, and data science teams to resolve customer issues Create workarounds when standard procedures have failed and ensure issues are solved in a timely manner Document customer issues and resolutions, create knowledge base content related to software usage Participate in AI Support projects to develop models and tools to automate and improve customer service Weekend Severity 1 on-call rotation Participate in production incidents (IR) on the DataRobot MTS (SaaS) platform as an Incident Communicator Knowledge, Skills & Abilities: Bachelor in Computer Science, Engineering, Statistics, Data Science, or equivalent. 3+ years of industry customer support experience Hands-on experience with troubleshooting Kubernetes-based applications Knowledge of cloud infrastructure providers (AWS, Azure, Google Cloud) Linux administration, networking, and containerization (Docker). Python scripting skills for automation and debugging purposes. Experience using AI tools in daily operations and support tasks Excellent verbal and written communication skills to interact with technical and non-technical audiences. Nice to have: Support experience with AI / ML enterprise applications Understanding of AI / ML model training lifecycle Incident management experience on SaaS platforms Experience with Mongo, Postgres, and Redis database support and troubleshooting Hands-on experience with SalesForce ServiceCloud The talent and dedication of our employees are at the core of DataRobot’s journey to be an iconic company. We strive to attract and retain the best talent by providing competitive pay and benefits with our employees’ well-being at the core. Here’s what your benefits package may include depending on your location and local legal requirements: Medical, Dental & Vision Insurance, Flexible Time Off Program, Paid Holidays, Paid Parental Leave, Global Employee Assistance Program (EAP) and more! DataRobot Operating Principles: Wow Our Customers Set High Standards Be Better Than Yesterday Be Rigorous Assume Positive Intent Have the Tough Conversations Be Better Together Debate, Decide, Commit Deliver Results Overcommunicate Research shows that many women only apply to jobs when they meet 100% of the qualifications while many men apply to jobs when they meet 60%. At DataRobot we encourage ALL candidates, especially women, people of color, LGBTQ+ identifying people, differently abled, and other people from marginalized groups to apply to our jobs, even if you do not check every box. We’d love to have a conversation with you and see if you might be a great fit. DataRobot is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. DataRobot is committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. Please see the United States Department of Labor’s EEO poster and EEO poster supplement for additional information. All applicant data submitted is handled in accordance with our Applicant Privacy Policy. DataRobot delivers AI that maximizes impact and minimizes business risk. Our AI applications and platform integrate into core business processes so teams can develop, deliver, and govern AI at scale. DataRobot empowers practitioners to deliver predictive and generative AI, and enables leaders to secure their AI assets. Organizations worldwide rely on DataRobot for AI that makes sense for their business — today and in the future. For more information, visit our website and connect with us on LinkedIn. DataRobot has become aware of scams involving false offers of DataRobot employment. The scams and false offers use imposter websites, email addresses, text messages, and other fraudulent means. None of these offers are legitimate, and DataRobot’s recruiting process never involves conducting interviews via instant messages, nor requires candidates to purchase products or services, or to process payments on our behalf. Please note that DataRobot does not ask for money in its recruitment process. DataRobot is committed to providing a safe and secure environment for all job applicants. We encourage all job seekers to be vigilant and protect themselves against recruitment scams by verifying the legitimacy of any job offer before providing personal information or paying any fees. Communication from our company will be sent from a verified email address using the @datarobot.com email domain. If you receive any suspicious emails or messages claiming to be from DataRobot, please do not respond. Thank you for your interest in DataRobot, and we look forward to receiving your application through our official channels. Don't see the dream job you are looking for? Drop off your contact information and resume and we will reach out to you if we find the perfect fit!

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Responsibilities

The AI Support Engineer will provide customer support to DataRobot AI Platform users and work closely with product, engineering, and data science teams to resolve customer issues. They will also document customer issues and create knowledge base content related to software usage.