Technical Support Specialist

Shakudo; Toronto; Remote; CAD 50,000 - 90,000; Full time

Job summary

An innovative firm is seeking Technical Support Specialists to provide exceptional support for their cutting-edge AI and Data Platform. In this fully remote role, you will engage with customers across multiple time zones, focusing on troubleshooting technical issues and collaborating with engineering teams. Your expertise in containerized environments, AI/ML workflows, and cloud technologies will be essential in delivering high-quality service. Join a diverse and inclusive team that values your unique contributions and fosters a collaborative environment where you can thrive and grow in your career.

Qualifications

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

Responsibilities

• Provide technical support for the Shakudo AI & Data Platform.
• Troubleshoot customer issues and maintain accurate records.

Skills

Technical Support

Problem-Solving

Communication Skills

AI/ML Workflows

Cloud Technologies

Containerization (Docker, Kubernetes)

Education

1-3 years in Technical Support or IT HelpDesk

Tools

Zendesk

ServiceNow

Prometheus

Grafana

Job description

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

• To achieve 24/7 support, the team will be organized across three key time zones:

India Standard Time (IST):

• Duty Hours: Covers APAC and early EU hours. Scheduled shifts typically from IST night to early morning in EST (for instance, 8 hours corresponding approximately to 12:00 AM to 8:00 AM EST).

Eastern Standard Time (EST):

• Duty Hours: Covers North America and late EU hours. Typical shift from 8:00 AM to 4:00 PM EST.

Pacific Standard Time (PST):

• Duty Hours: Covers late North America, facilitating handover to APAC. Typical shift from 4:00 PM to 12:00 AM EST.

Shakudo is an equal opportunity employer and encourages candidates of all backgrounds to apply. We foster diversity and inclusivity and welcome applications from a broad range of backgrounds and experiences.