AI Support Engineer

Job Description:

DataRobot is the leader in Value-Driven AI, a unique and collaborative approach to generative and predictive AI that combines an open platform, deep expertise and broad use-case experience to improve how organizations run, grow and optimize their business. The DataRobot AI Platform is the only complete AI lifecycle platform that interoperates with an organization’s existing investments in data, applications and business processes, and can be deployed on prem or on any cloud environment. Global organizations, including 40% of the Fortune 50, rely on DataRobot to drive greater impact and value from AI.

The AI Support Engineer will work closely with developers to reproduce problems to deliver fixes and help design solutions that help our customers realize value. This is a customer-facing position and will require the ability to interact with the customer during scheduled working hours or during an escalated incident. The focus of this position will be developing techniques and tools to define problems and mitigate problems that block a customer's progress.

Key Responsibilities:

• Ensure that our customer experience is exceptional

• Focus on mitigating complex problems with custom scripts and modifications

• Work directly with customers on support cases

• Create knowledge base articles

• Participate in on-call rotations for non-standard hours

Knowledge, Skills, and Abilities:

• Excellence service supporting customers

• Troubleshooting experience within enterprise infrastructure

• Linux and network administration

• Ability to work with product/engineering and communicate customer requirements

• Experience with salesforce service cloud 

• Experience with enterprise regulatory compliance and security

• Bachelor in Computer Science, Engineering, Statistics, Data Science, or equivalent experience.

• 1-3 years of industry support or related experience

• Native or business-level Japanese and intermediate-level English is a must

• Preferred: Experience with Data Science, machine learning, or artificial intelligence

• Preferred: Experience with SaaS applications and file systems.

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.