AI Support Engineer II

This is a fully remote position, open to applicants in Japan.

📋 Description

• Deliver customer support to users of the DataRobot AI Platform through the SalesForce ServiceCloud ticketing system during the hours of 09:00 AM - 05:00 PM JST (12 AM - 8 AM UTC).

• Assist customers via email or Zoom/Webex meetings to help resolve issues.

• Collaborate with product, engineering, and data science teams to address customer concerns.

• Develop workarounds when standard procedures do not suffice, ensuring timely resolution of issues.

• Record customer issues and resolutions, and create knowledge base content pertaining to software usage.

• Engage in AI Support projects aimed at developing models and tools to enhance and automate customer service.

• Participate in the weekend Severity 1 on-call rotation.

• Act as an Incident Communicator during production incidents (IR) on the DataRobot MTS (SaaS) platform.

• Work with regional partners to resolve ongoing issues and collaborate with the in-house Partner Enablement team to promote operational excellence.

• Play a role in designing and scaling agentic workflows to automate complex internal queries while establishing a continuous feedback loop for optimizing support bots and tuning performance.

⛳️ Requirements

• Bachelor's degree in Computer Science, Engineering, Statistics, Data Science, or a related field.

• A minimum of 3 years of customer support experience in the industry.

• Practical experience with troubleshooting applications based on Kubernetes.

• Familiarity with cloud infrastructure providers such as AWS, Azure, and Google Cloud.

• Proficiency in Linux administration, networking, and containerization (Docker).

• Skills in Python scripting for automation and debugging tasks.

• Experience utilizing AI tools in daily operations and support activities.

• Strong verbal and written communication skills for engaging with both technical and non-technical audiences.

• Preferred: Experience in supporting AI / ML enterprise applications.

• Understanding of the AI / ML model training lifecycle.

• Background in incident management on SaaS platforms.

• Experience with supporting and troubleshooting Mongo, Postgres, and Redis databases.

• Practical experience with SalesForce ServiceCloud.

🏝️ Benefits

• Medical, Dental & Vision Insurance.

• Flexible Time Off Program.

• Paid Holidays.

• Paid Parental Leave.

• Global Employee Assistance Program (EAP) and more!