Technical Support Engineer

At Tecton, we solve the complex data problems in production machine learning. Tecton’s feature platform makes it simple to activate data for smarter models and predictions, abstracting away the complex engineering to speed up innovation. Tecton’s founders developed the first Feature Store when they created Uber’s Michelangelo ML platform, and we’re now bringing those same capabilities to every organization in the world. Tecton is funded by Sequoia Capital, Andreessen Horowitz, and Kleiner Perkins, along with strategic investments from Snowflake and Databricks. We have a fast-growing team that’s distributed around the world, with offices in San Francisco and New York City. Our team has years of experience building and operating business-critical machine learning systems at leading tech companies like Uber, Google, Meta, Airbnb, Lyft, and Twitter.

As a Technical Support Engineer at Tecton, you will be a cornerstone of customer success, delivering expert technical assistance and troubleshooting for Tecton’s machine learning operations (MLOps) platform. Your role involves swiftly resolving client issues through deep product knowledge, technical proficiency, and clear communication, while also proactively monitoring platform performance and collaborating on enhancements. Furthermore, you will empower users by creating valuable knowledge base content and training materials, ultimately ensuring exceptional customer experiences and solidifying Tecton’s leadership in MLOps solutions.

Responsibilities

• Take end-to-end ownership of customer issues, including troubleshooting, identification of root cause together with the Engineering team and issue resolution.
• Pilot new Tecton features with customers and collect feedback.
• Collect information and document bugs for product issues that are impacting customers.
• Build process or troubleshooting documentation in the support knowledge base.
• 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.

Qualifications

• Bachelor's or Master's Degree in Data Science, Mathematics, CS, or Information Sciences.
• Knowledge of SQL.
• Knowledge of Python and/or PySpark.
• 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, Snowflake, or BigQuery.
• Experience with AWS, GCP, and Kubernetes.
• Past experience working in a customer-facing role (IT Support, HelpDesk, Retail, and similar).
• Basic knowledge of networking.

The estimated US base salary range for this position is $120,000 - $144,000 annually for employees based within California & New York. In addition to base salary, we offer competitive equity & comprehensive benefits such as medical, dental, vision, life, 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. Individual compensation packages are based on multiple factors such as location, level, role scope, and complexity, as well as additional job-related factors such as skills, experience, and expertise.

Tecton is a remote-friendly company that employs a hybrid working policy for employees based in the SF, NY, and Seattle areas. We believe that working in-person helps us stay connected, collaborate faster, and promote a strong culture while still providing the flexibility of working from home. We expect SF & NY employees to be in the office at least two designated days per week, and those in the Seattle area at least two designated days per month.

Tecton values diversity and is an equal opportunity employer committed to creating an inclusive environment for all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other applicable legally protected characteristics. If you would like to request any accommodations from the application through to the interview, please contact us at recruitingteam@tecton.ai.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.