Customer Support Engineer

neptune.ai; Montreal; Remote; CAD 70,000 - 90,000; Full time

Job summary

A leading technology company is seeking a Support Engineer to assist customers in maximizing value from their services. The role involves solving technical issues, educating users, and collaborating with various teams. Ideal candidates will have strong Python and Data Science skills and be effective communicators. This position offers 100% remote work and flexible hours, alongside a B2B contract and equity participation.

Benefits

100% remote work

Employee Stock Option Plan

20 paid service-free days per year

Qualifications

• A candidate must have experience in Python programming and Data Science.
• Strong communication skills to address technical topics with customers.
• Remote working skills and ability to handle multiple tasks efficiently.

Responsibilities

• Solve customer problems using online support tools.
• Create and manage bug reports and feature requests.
• Develop technical content for customer education.

Skills

Python programming

Data Science

Machine Learning

Communication skills

Organizational skills

Tools

PyTorch

JAX

Kubernetes

Grafana

Job description

Overview

As a Support Engineer at Neptune, you'll be at the heart of the company. Your job is to ensure our customers maximize value from Neptune and enjoy their experience. You’ll achieve this by solving customer problems, educating users on Neptune's capabilities, and communicating customer needs to improve our product. You’ll serve as an escalation resource in your areas of expertise, represent the team on complex issues, and answer a variety of technical questions. Your knowledge of Python programming, Data Science, Machine Learning, MLOps, and model training approaches will help you guide customers and understand their requirements. We’re looking for someone to support our key customers based in Americas time zones.

In this role you will

• Solve customer problems using our online ticketing and chat applications;
• Create, update, and communicate bug reports and feature requests;
• Develop technical content for example projects, documentation, and knowledge base;
• Support customer onboarding and training;
• Collaborate with engineering, product, customer success, and technical writing teams.

You might be a fit if you have

• Python programming and ecosystem experience, ideally in Data Science and Machine Learning applications;
• Knowledge and practical application of Data Science and Machine Learning techniques;
• Experience working with ML tools such as PyTorch and JAX;
• Ability to communicate complex technical topics to customers and coworkers;
• Excellent organizational and remote working skills, with the ability to efficiently coordinate and prioritize multiple tasks to completion;
• Location in a US time zone, preferably between UTC-8 and UTC-3.

Bonus points for

• Experience in managing customer-facing cases throughout the entire support lifecycle—from initial inquiry to triage, reproduction, bug reporting, and resolution;
• Experience with experiment trackers such as MLflow, Weights & Biases or Neptune;
• Open source contributions to projects in the Python ecosystem (ideally Data Science / ML related);
• Cloud infrastructure skills and experience with Kubernetes on AWS, GCP or Azure and monitoring tools such as Grafana;
• Previous experience working remotely with customer support and communication tools such as Intercom, Slack, Google Meet / Zoom, Linear, Notion, GitHub and GitLab.

We offer

• Flexibility: 100% remote work with offices (co-works) in Warsaw / Wrocław / Poznań / Kraków available and flexible working hours;
• Share in our success: Participate in the Employee Stock Option Plan and be part of our growth journey;
• Contract: B2B;
• Time off: 20 paid service-free days per year;
• Ownership and impact: Space to take action, bring your ideas to life, and make a real impact.

Any questions?

Check out our ultimate guide for candidates to the neptune.ai Engineering team. Don’t hesitate to contact our Talent Acquisition team, and check out our About us page to get to know the story and faces behind Neptune.

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With your optional consent, we can retain your data for up to 12 months after the application to consider you for future suitable roles if you\'re not a match for the current position.

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