Technical Support Specialist

Shakudo; Brasil; Presencial; BRL 40.000 - 80.000; Tempo integral

Resumo da oferta

An innovative company is seeking Technical Support Specialists to provide exceptional service for their AI & Data Platform. This fully remote role involves troubleshooting technical issues, assisting customers across multiple time zones, and collaborating with engineering teams. You will specialize in platform deployment, Kubernetes, Docker, and AI/ML workflows, ensuring seamless customer experiences. If you have a proactive approach to problem-solving and a passion for technology, this opportunity is perfect for you!

Qualificações

• 1-3 years of experience in technical support or IT HelpDesk roles.
• Strong understanding of AI, DevOps, or cloud-native technologies.

Responsabilidades

• Respond promptly to customer queries related to the Shakudo platform.
• Maintain accurate records of customer issues and escalate as necessary.

Conhecimentos

Technical Support

AI/ML Workflows

Troubleshooting

Cloud Technologies

Kubernetes

Docker

Communication Skills

Ferramentas

Kubernetes

Docker

AWS

Azure

Zendesk

ServiceNow

MLflow

Prometheus

Grafana

Descrição da oferta de emprego

About the Job & Shakudo

At Shakudo, we are building the world’s first operating system for data and AI. We use the term operating system in the truest sense of the word. Like iOS, Windows and Linux, Shakudo’s end-to-end OS offers ever-evolving, automatically operated, best-of-breed open-source components tailored to each business's unique needs.

As we continue to scale, we are seeking a team of Technical Support Specialists to join Shakudo on a fully remote basis. In this role, you will be responsible for providing technical support for the Shakudo AI & Data Platform across multiple time zones, focusing on delivering high-quality service to our global customer base. You will play a key role in troubleshooting technical issues, providing platform support, and collaborating with engineering teams to ensure seamless customer experiences.

What You’ll Do

• Customer Interaction & Troubleshooting: Respond promptly to customer queries related to Shakudo's AI & Data Platform, including platform setup, deployment, AI/ML workflows, data pipelines, integrations, and system performance.
• Documentation & Escalation: Maintain accurate records of customer issues and troubleshooting steps. Escalate issues to internal teams as necessary, ensuring smooth transitions and timely resolution.
• Communication & Collaboration: Provide clear, concise, and professional technical support via written communication platforms (e.g., Microsoft Teams, Slack, and Email). Collaborate with engineering and product teams to resolve recurring issues.
• Platform Areas & Technologies: Specialize in several areas of the Shakudo platform, such as platform deployment, Kubernetes, Docker, AI/ML workflows (MLflow, OpenAI, LLM tools), data pipelines, storage (Postgres, NoSQL, MinIO), integrations, and system performance monitoring (Prometheus, Grafana).

What You’ll Bring

• 1-3 years of experience in technical support, IT HelpDesk, or related customer support roles, with a strong understanding of AI, DevOps, or cloud-native technologies.
• Proficiency in troubleshooting containerized environments using Kubernetes and Docker.
• Experience with AI/ML workflows, including familiarity with frameworks like TensorFlow, PyTorch, MLflow, and tools for API integrations.
• Experience in providing technical support in cloud environments (e.g., AWS, Azure).
• Excellent written communication skills in English, with the ability to explain complex technical concepts clearly.
• Proactive approach to problem-solving and customer support, with strong attention to detail.
• Familiarity with tools like Zendesk or ServiceNow for ticketing and customer issue tracking.
• Experience in maintaining and improving technical documentation.

Schedule Shift

• 9am-5pm EST hours