Technical Support Engineer

Tecton; United Kingdom; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading company in machine learning solutions, Tecton, is seeking a Technical Support Engineer. This role requires a proactive approach to solving client issues with deep product knowledge and technical proficiency, ensuring exceptional customer experiences and supporting the company's growth in MLOps. Candidates must have 3-5 years of technical support experience and expertise in relevant technologies, including Python and SQL. If you're committed to customer satisfaction and eager to make a meaningful impact, join Tecton in shaping the future of MLOps.

Benefits

Competitive equity

Comprehensive benefits package

Flexible paid time off

10 paid holidays annually

Sick time and leave of absence

Qualifications

• 3-5 years of technical support experience in the technology industry.
• Strong technical expertise in MLOps and relevant programming languages.
• Proactive and solution-oriented attitude.

Responsibilities

• Provide expert technical assistance and troubleshooting guidance.
• Monitor platform performance and implement solutions with internal teams.
• Create knowledge base materials to empower customers.

Skills

Troubleshooting complex technical issues

Analytical skills

Communication skills

Python

SQL

Education

Bachelor's Degree in Computer Science or related field

Tools

AWS

Azure

Google Cloud Platform

Job description

Join to apply for the Technical Support Engineer role at Tecton

Join to apply for the Technical Support Engineer role at Tecton

At Tecton, we solve the complex data problems in production machine learning. Tecton’s feature platform makes it simple to activate data for smarter models and predictions, abstracting away the complex engineering to speed up innovation.

Tecton’s founders developed the first Feature Store when they created Uber’s Michelangelo ML platform, and we’re now bringing those same capabilities to every organization in the world.

Tecton is funded by Sequoia Capital, Andreessen Horowitz, and Kleiner Perkins, along with strategic investments from Snowflake and Databricks. We have a fast-growing team that’s distributed around the world, with offices in San Francisco and New York City. Our team has years of experience building and operating business-critical machine learning systems at leading tech companies like Uber, Google, Meta, Airbnb, Lyft, and Twitter.

As a Technical Support Engineer at Tecton, you will be a cornerstone of customer success, delivering expert technical assistance and troubleshooting for Tecton's machine learning operations (MLOps) platform. Your role involves swiftly resolving client issues through deep product knowledge, technical proficiency, and clear communication, while also proactively monitoring platform performance and collaborating on enhancements. Furthermore, you will empower users by creating valuable knowledge base content and training materials, ultimately ensuring exceptional customer experiences and solidifying Tecton's leadership in MLOps solutions.

Responsibilities

As a Technical Support Engineer at Tecton, you're instrumental in ensuring clients' seamless use of the company's machine learning operations (MLOps) platform. Your main focus is providing expert technical assistance and troubleshooting guidance to customers, swiftly addressing any issues they encounter while utilizing Tecton's platform. This involves deep product knowledge, proficiency in relevant technologies and programming languages, and adept communication skills to effectively assist customers from diverse technical backgrounds.

In addition to reactive support, you take a proactive approach by monitoring platform performance and collaborating with internal teams to implement solutions and enhancements. Your contributions extend beyond issue resolution to include the creation of knowledge base materials and training resources, empowering customers to optimize their use of Tecton's platform independently. Your role is pivotal in delivering exceptional customer experiences and bolstering Tecton's position as a leader in MLOps solutions.

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

Qualifications

To excel as a Technical Support Engineer at Tecton, candidates must possess a minimum of 3-5 years of technical support experience in the software or technology industry, ideally coupled with a bachelor's degree in Computer Science or a related field. Demonstrated proficiency in troubleshooting complex technical issues, strong communication and analytical skills, and a proactive, solution-oriented attitude are essential. Technical expertise in software applications, programming languages like Python, and SQL for data querying and manipulation is required, with experience in cloud computing concepts (AWS, Azure, Google Cloud Platform) being highly advantageous. We set a high bar for excellence and seek candidates committed to exceeding customer satisfaction targets, continuous learning, and making a meaningful impact in shaping the future of MLOps at Tecton.

Qualifications And Values:

• Bachelor's or Master's Degree in Data Science, Mathematics, CS, or Information Sciences
• Knowledge of SQL
• Knowledge of Python and/or PySpark
  
  

Nice To Have:

• Familiarity with Machine Learning and Data Science tooling, such as Jupyter Notebooks, Tensorflow, Scikit-learn, and PyTorch
• Knowledge of JIRA, Github, or Gitlab
• Experience with data platforms such as Spark, Snowflake, or BigQuery.
• Experience with AWS, GC,P and Kubernetes
• Serve as internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible
• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience.
• Assess and prioritize customer cases to ensure timely response and resolution according to service standards and best practices, with an emphasis on escalated cases.
• Deliver against customer experience and efficiency targets.
• Build process or troubleshooting documentation in the support knowledge base.
• Collect information and document bugs for product issues impacting customers.
• Take end-to-end ownership of customer issues, including troubleshooting, identification of root cause together with the Engineering team, and issue resolution.
• Bachelor's or Master's Degree in Data Science, Statistics, CS, or Information Sciences
  
  

Education Preference

• Past experience working in a customer-facing role (IT Support, HelpDesk, Retail, and similar)
• Experience with AWS, GCP, and Kubernetes
• Distributed file system
• Experience with data platforms such as Spark, Databricks, EMR, Snowflake, or BigQuery.
• Knowledge of JIRA, Github, or Gitlab
• Familiarity with Machine Learning and Data Science tooling, such as Jupyter Notebooks, Tensorflow, Scikit-learn, and PyTorch
  
  

Nice To Have:

• Basic knowledge of networking
• Knowledge of Python and/or PySpark
• Knowledge of SQL
  
  

The estimated US base salary range for this position is $120,000 - $144,000 annually for employees based within California & New York. In addition to base salary, we offer competitive equity & comprehensive benefits such as medical, dental, vision, life, 401(K), flexible paid time off, 10 paid holidays each calendar year, sick time, leave of absence as per the FMLA and other relevant leave laws. Individual compensation packages are based on multiple factors such as location, level, role scope, and complexity, as well as additional job-related factors such as skills, experience, and expertise.

Tecton is a remote-friendly company that employs a hybrid working policy for employees based in the SF, NY, and Seattle areas. We believe that working in-person helps us stay connected, collaborate faster, and promote a strong culture while still providing the flexibility of working from home. We expect SF & NY employees to be in the office at least two designated days per week, and those in the Seattle area at least two designated days per month.

Tecton values diversity and is an equal opportunity employer committed to creating an inclusive environment for all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other applicable legally protected characteristics. If you would like to request any accommodations from the application through to the interview, please contact us at [e-mail].

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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