AI Support Engineer II

🕒 April 29

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DataRobot

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2012

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

Artificial Intelligence • Enterprise • SaaS

DataRobot is a company that provides an AI platform and applications designed to integrate into core business processes. The company offers Enterprise AI Suite, AI Apps, and AI Platform services, which include Generative AI, Predictive AI, AI Governance, and AI Observability. DataRobot aims to help businesses develop, deliver, and govern AI solutions at scale, supporting industries such as energy, financial services, healthcare, manufacturing, and the public sector. With a focus on maximizing business impact and minimizing risk, DataRobot provides solutions that expedite deployment and secure numerous predictions each day.

📋 Description

• Provide customer support to DataRobot AI Platform users via the SalesForce ServiceCloud ticketing system during 09:00 AM - 05:00 PM JST (12 AM - 8 AM UTC) • 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 • Collaborate with regional partners to resolve outstanding issues and engage the in-house Partner Enablement team to drive operational excellence. • Contribute to the design and scale agentic workflows to automate complex internal queries, while establishing a continuous feedback loop for support bot optimization and performance tuning.

🎯 Requirements

• 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.

🏖️ Benefits

• Medical, Dental & Vision Insurance • Flexible Time Off Program • Paid Holidays • Paid Parental Leave • Global Employee Assistance Program (EAP) and more!