Machine Learning Support Engineer

Key Skills

Apache Hadoop, AWS, Azure, Cloud computing, Data science techniques, Github, GitLab, JIRA, Jupyter Notebook, Kubernetes-K8s, Machine learning techniques, Pandas, Python Programming, Scikit-learn, SQL, Tech Support, TensorFlow

Job Description

Why Join us

Our team is motivated to unlock the AI opaque box and help society harness the power of AI. Joining us means you get to make an impact by helping reduce algorithmic bias and ensure that models in production across many different industries are transparent and ethical. 

We are an early stage startup, and have a rapidly growing team of intelligent and empathetic doers, thinkers, creators, builders, and everyone in between. Within Fiddler, there is ample opportunity for growth. The AI and ML industry has a rapid pace of innovation and the learning opportunities here are monumental. This is your chance to be a trailblazer. 

Fiddler is recognized as a pioneer in the field of Model Performance Management (MPM) I, and has received numerous accolades, including: 2022 a16z Data50 list, 2021 CB Insights AI 100 most promising startups, 2020 WEF Technology Pioneer, 2020 Forbes AI 50 most promising startups of 2020, and a 2019 Gartner Cool Vendor in Enterprise AI Governance and Ethical Response.

By joining our brilliant (at least we think so) team, you will help pave the way in the MPM space.

What You'll Do

• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause together with the Engineering team and issue resolution
• Collect information and document bugs with Engineering 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 an internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible

What We're Looking For

• Bachelor or Masters Degree in Data Science, Statistics, CS, or Information Sciences
• Knowledge of Python, Kubernetes, SQL is a must
• Experience with Linux and cloud environments (AWS, Azure, GCP)
• Familiarity with Machine Learning and Data Science tooling, such as Jupyter Notebook, Scikit, Tensorflow, Pandas
• Knowledge of JIRA, Github or Gitlab
• Past experience working in a customer-facing role (IT Support, HelpDesk, Retail and similar).