Customer Success jobs in Canada

Adaptive ML is helping companies build singular generative AI experiences by democratizing the use of reinforcement learning. We are building the foundational technologies, tools, and products required for models to learn directly from users' interactions, and for models to self-critique and self-improve from simple written guidelines. Our tightly-knit team was previously involved in the creation of state-of-the-art open-access large language models. We have closed a $20M seed with Index & ICONIQ, and we already shipping a first version of our product, Adaptive Engine, to our customers.

Our Product Staff is responsible for packaging the technology we build and turning it into an exceptional product that directly answers pain points companies encounter in their generative AI deployments. We strive to build a high-quality, intuitive, and robust experience for our customers.

As a DevOps Engineer in our Product Staff, you will help package our technology and turn it into an exceptional product. Our products help companies build more singular generative AI experience, by enabling deeper personalization with reinforcement learning. Importantly, the technology in our products has to be transparent, and to directly answer pain points companies face—not add another layer of inextricable complexity. We place tremendous importance on the quality of our product, with particular emphasis on ease-of-deployment/use, robustness, and scalability, which can only be achieved with tremendous care on the devops side.

You will work on all DevOps aspects of our product, from systematic deployment to scaling production databases, as well as support internal workloads. Challenges you may face are likely to arise from coordinating complex GPU infrastructure and scaling the storage of user interactions to trillions of records in a robust manner. We are looking for self-driven, intense individuals, interested in contributing to a highly-technical product with challenges regarding robustness, accessibility, and responsiveness. As this is an early role, you can expect to be able to directly shape our product team as we grow.

This role is ideally in-person at our New York or Toronto office, but we are also open to fully remote work.

• Build systematic K8s workflows to deploy our product, either client-side on a variety of infrastructures, or internally for our cloud platform;

• you'll work closely with sales and customer success to assist product deployment, pre and post sales (POC, demos, production), both on-prem, in cloud and in our SaaS.

• you'll be part of our first line of support for customer escalation, including bugs, security escalations, special events support (scale-outs, large workshops, load tests)

• Contribute to deployment support, in particular on North America time zones. This involves both personally joining customer calls to assist onboarding and troubleshooting, but also leading and contributing to our support mechanisms such as ticket triaging and oncall process.

• Contribute to our product roadmap, by coordinating between the needs of the Commercial Staff and latest developments from our Technical Staff;

• Report clearly on your work to a distributed collaborative team, with a bias for asynchronous written communication.

The background below is only suggestive of a few pointers we believe could be relevant; we welcome applications from candidates with diverse backgrounds, do not hesitate to get in touch if you think you could be a great fit even if the below doesn't fully describe you.

• Significant experience (>6-8 years) in DevOps, DevSecOps, Tech Support or SRE.

• You have experience working in high-pressure roles such as on-call support, security operations or SRE.

• You enjoy the responsibility of maintaining and troubleshooting high-uptime SLA services.

• You are comfortable with live interactions with Fortune-500 customers, whether to present architecture ideas or to troubleshoot incidents on a call.

• Strong experience in Kubernetes, containers and associated ecosystem (Helm, ArgoCD, EKS/AKS/GKE, etc)

• Expertise in networking (DNS, proxys, WAFs)

• Expertise in authentication and identity federation (OIDC, SSO)

• Expertise in Postgres

• Strong baseline in security (incident detection & containment, network security, Linux hardening)

• Ideally, some experience with software development in Rust;

• A deep concern for user experience;

• Passionate about the future of generative AI, and eager to build foundational technology to help machines deliver more singular experiences.

• Comprehensive medical (health, dental, and vision) insurance;

• 401(k) plan with 4% matching (or equivalent);

• Unlimited PTO — we strongly encourage at least 5 weeks each year;

• Mental health, wellness, and personal development stipends;

• Visa sponsorship if you wish to relocate to New York or Paris.