Cloud Support Engineer
Offer summary
Qualifications:
Experience in client-facing technical roles, ideally in a SaaS environment., Proficiency in SQL and experience with relational databases., Familiarity with Python scripting and REST APIs., Knowledge of cloud technologies such as AWS, Azure, or GCP..Key responsabilities:
- Provide technical support to customers through live chat and screenshare.
- Manage and resolve a variety of technical and usage-related issues.
- Act as a liaison between customers and internal teams to ensure efficient issue resolution.
- Document support processes and contribute to the Dataiku Community by engaging with users.
Job description
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, cloud, 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.
How you’ll make an impact
Dataiku is looking for a Cloud Support Engineer to join its rapidly scaling global Support team, primarily focused on supporting our growing customer base for Dataiku Online, a fully managed version of our Everyday AI Platform, along with helping our Enterprise customers with their technical and usage related questions through live chat.
As a Cloud Support Engineer, you should be comfortable interfacing with end users through live chat and zoom, demonstrating excellent communication skills and proficiency in troubleshooting as you assist customers through a broad range of usage-related questions and/or technical issues with the platform. Furthermore, we are looking for someone who loves learning new cutting-edge technologies and is naturally driven to become an expert in their domain.
Our ideal candidate is an autonomous individual who is passionate about getting big data and data science technologies working together to solve business problems, enthusiastic about helping our customers succeed with their use of Dataiku. If you are interested in staying at the bleeding edge of big data and AI while also having the opportunity to join a rapidly growing global Support organization that’s looking to take its cloud and enterprise support capabilities to the next level (plus make an impact), this will be a great fit for you.
Some expected outcomes for this role
- Provide a best-in-class customer experience by providing accurate and timely responses, both in a live chat format and through traditional support channels
- Manage and resolve a variety of issues from advanced usage to technical issues
- Triage inbound conversations and reroute to other teams other as necessary
- Act as a liaison between our customers and other Dataiku teams (such as Engineering, Sales, Customer Success, etc.) to help deliver a fast and efficient resolution to issues or questions that have been raised by our end users
- Improve efficiencies by documenting new support processes and best practices
- Actively contribute to our Dataiku Community by engaging with end users, providing technical guidance, and answering questions about the product
What you’ll need to be successful
- Experience engaging with end users and clients through a live chat or screenshare, providing technical and usage support for questions of varying difficulty
- Experience working with at least one type of relational database and SQL
- Ability to debug and read customer code (Python, SQL)
- Experience with python scripting and REST APIs
- Working knowledge of various cloud technologies (AWS, Azure, GCP, etc.)
- Genuinely enjoy helping others and good at interpreting their requests
- Familiar with providing customer support in a SaaS/PaaS or fully managed context.
- Excellent problem-solving and analytical skills with an aptitude for learning new technologies
- Ability to be autonomous, resourceful, and a proactive self-starter, while also remaining process-oriented and a team player
What will make you stand out
- At least 3-4 years of experience in a client-facing technical role (e.g. support engineer, CSE, TAM, etc.), ideally involving a fully-managed SaaS offering
- Demonstrated experience working with and supporting advanced analytics, BI, or data science tools
What does the hiring process look like? #LI-Remote #LI-AN1
Initial call with a member of our Technical Recruiting team
Video call with the 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
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.
Required profile
Experience
Other Skills
- Customer Service
- Analytical Skills
- Problem Solving
- Resourcefulness
- Communication
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