Technical Support Engineer - Machine Learning

May 17

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Tecton

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Machine Learning • Data Science • Feature Store • Data Engineering • Artificial Intelligence

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Description

• 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

Requirements

• 3+ years of experience • Knowledge of SQL • Knowledge of Python and/or PySpark • Basic knowledge of networking