Senior Technical Support Engineer - US East



IT, Customer Service
United States · Remote
Posted on Thursday, May 23, 2024

At Dataiku, we're not just adapting to the AI revolution, we're leading it. Since our beginning in Paris in 2013, we've been pioneering the future of AI with a platform that makes data actionable and accessible. With over 1,000 teammates across 25 countries and backed by a renowned set of investors, we're the architects of Everyday AI, enabling data experts and domain experts to work together to build AI into their daily operations, from advanced analytics to Generative AI.

Why Engineering at Dataiku?

Dataiku’s on-premise or SaaS-deployed platform connects many data science technologies, and our technology stack reflects our commitment to quality and innovation. We integrate the best of data and AI tech, selecting tools that truly enhance our product. From the latest LLMs to our dedication to open source communities, you'll work with a dynamic range of technologies and contribute to the collective knowledge of global tech innovators. You can find out even more about working in Engineering at Dataiku by taking a look here.

What to know about the Dataiku Support Team

At Dataiku, the Support organization is a fully remote team focused on enabling our customers and helping them work through any technical issues or questions related to our Everyday AI Platform (DSS). We are a rapidly scaling and globally distributed team, with members spanning 10+ countries and across 3 major regions. Our focus is to take our growth to the next stage by building out an enterprise-grade global support function.

How you’ll make an impact

We are looking for an experienced technical support engineer who is comfortable working in a complex and dynamic environment and who can help contribute to the growth of our global support function as we continue to scale up our operations. As a senior-level Technical Support Engineer, you will help our US and global customers solve their wide range of technical issues with Dataiku, such as installation, security, and integration with other big data technologies. You will also collaborate with various internal teams to solve and escalate customer issues as needed.

Some expected outcomes for this role

  • Help US and global customers solve their technical issues with Dataiku through a variety of communication channels

  • Communicate with our R&D team to solve complex issues and/or share feedback from our US customers for future product improvement

  • Work with other customer-facing teams when escalating or rerouting issues to help ensure a proper and efficient / timely resolution

  • Document knowledge in the form of technical articles and contribute to knowledge bases or forums within specific areas of expertise

  • Occasionally wear multiple hats and help out with other activities in a fast-paced and dynamic startup team environment

What you’ll need to be successful

  • At least 5 years of experience in a client-facing engineering or technical role, ideally involving a complex and rapidly evolving software/product

  • Experience with cloud platforms such as AWS, Azure, and GCP

  • Experience with Docker and Kubernetes

  • Collaborative and helpful mindset with a focus on always working as a team

  • A strong competency in technical problem solving with demonstrated experience performing advanced log analysis, debugging, and reproducing errors

  • Proficiency working with Unix-based operating systems

  • Experience with relational databases (or data warehouses like Snowflake) and SQL

  • Ability to read and write Python or R code

What will make you stand out

  • Experience with big data technologies, such as Hadoop or Spark

  • Experience with authentication and authorization systems such as LDAP, SAML, and Kerberos

  • Experience with ML models and LLMs

What does the hiring process look like? #LI-remote

Initial call with a member of our Technical Recruiting team

Video call with the US East Technical Support Manager

Technical Assessment to show your skills (Home Test)

Debrief of your Tech Assessment with Support Team member

Final Interview with the VP Technical Support

Compensation and Benefits

The final compensation package for this role will be determined during the interview process and is based on a variety of factors, including, but not limited to, geographic location, internal equity, education, skill set, experience and training. Eligible roles may also be entitled to receive commission or other variable compensation through Dataiku's incentive compensation program.

Dataiku also offers comprehensive benefits, including stock options, medical, dental, and vision plans, flexible spending accounts, pre-tax commuter benefits, a 401k company match, paid vacations and sick leave, paid parental leave, employer paid disability coverage, and additional health and wellbeing perks and benefits. Dataiku reserves the right to amend or modify employee perks and benefits at any time.

US only national base pay ranges
$100,000$155,000 USD
What are you waiting for!
At Dataiku, you'll be part of a journey to shape the ever-evolving world of AI. We're not just building a product; we're crafting the future of AI. If you're ready to make a significant impact in a company that values innovation, collaboration, and your personal growth, we can't wait to welcome you to Dataiku! And if you’d like to learn even more about working here, you can visit our Dataiku LinkedIn page.
Our practices are rooted in the idea that everyone should be treated with dignity, decency and fairness. Dataiku also believes that a diverse identity is a source of strength and allows us to optimize across the many dimensions that are needed for our success. Therefore, we are proud to be an equal opportunity employer. All employment practices are based on business needs, without regard to race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. This applies to all policies and procedures related to recruitment and hiring, compensation, benefits, performance, promotion and termination and all other conditions and terms of employment. If you need assistance or an accommodation, please contact us at: reasonable-accommodations@dataiku.com