Engineering AI Support Engineer II Remote Ireland

Job Description Overview: Our platform and applications integrate into core business processes so teams can develop deliver and govern AI at scale. At DataRobot we also apply our own AI tools to better service customers. Therefore we are seeking candidates passionate about providing support and building tools that use the DataRobot Platform to provide an unprecedented support service.

Key Responsibilities:

• Provide customer support to DataRobot AI Platform users via the SalesForce ServiceCloud ticketing system during 8 AM UTC - 5 PM UTC working hours
• Help customers over email or Zoom/Webex meetings to facilitate issue resolution
• Work with product engineering and data science teams to resolve customer issues
• Create workarounds when standard procedures have failed and ensure issues are solved in a timely manner
• Document customer issues and resolutions create knowledge base content related to software usage
• Participate in AI Support projects to develop models and tools to automate and improve customer service
• Weekend Severity 1 on-call rotation
• Participate in production incidents IR on the DataRobot MTS SaaS platform as an Incident Communicator

Knowledge Skills Abilities:

• Bachelor in Computer Science Engineering Statistics Data Science or equivalent
• 3+ years of industry customer support experience
• Hands-on experience with troubleshooting Kubernetes-based applications
• Knowledge of cloud infrastructure providers AWS Azure Google Cloud
• Linux administration networking and containerization Docker
• Python scripting skills for automation and debugging purposes
• Experience using AI tools in daily operations and support tasks
• Excellent verbal and written communication skills to interact with technical and non-technical audiences

Nice to Have:

• Support experience with AI/ML enterprise applications
• Understanding of AI/ML model training lifecycle
• Incident management experience on SaaS platforms
• Experience with Mongo Postgres and Redis database support and troubleshooting
• Hands-on experience with SalesForce ServiceCloud

About Us: 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