Customer Support Engineer & Machine Learning

Anyscale; Remote; IDR 300.000.000 - 400.000.000; Full time

Job summary

A leading tech firm is seeking a Customer Support Engineer to facilitate the post-sale journey of customers across EMEA. This role involves resolving customer issues, acting as a technical advisor, and coordinating with engineering teams to address complex problems. Candidates should have substantial customer-facing experience in a technical capacity, a strong background in machine learning, and excellent communication skills. The role requires availability to support customers in their respective time zones, making this an exciting opportunity in a dynamic environment.

Qualifications

• 2+ years of experience in a customer-facing technical role.
• Strong organizational skills to manage multiple customer needs.
• Experience with training, fine-tuning and inference of LLMs.

Responsibilities

• Resolve customer issues and aid in their adoption of the platform.
• Act as a technical advisor for key customers.
• Own customer issues from troubleshooting to resolution.

Skills

Customer support experience

Technical advisory skills

Organizational skills

Machine learning knowledge

Communication skills

Tools

AWS

GCP

Azure

Ray

Kubernetes

Terraform

Job description

About Anyscale

AtAnyscale, we're on a mission to democratize distributed computing and make it accessible to software developers of all skill levels. We’re commercializing Ray, a popular open-source project that's creating an ecosystem of libraries for scalable machine learning. Companies like OpenAI, Uber, Spotify, Instacart, Cruise, and many more, have Ray in their tech stacks to accelerate the progress of AI applications out into the real world.

With Anyscale, we’re building the best place to run Ray, so that any developer or data scientist can scale an ML application from their laptop to the cluster without needing to be a distributed systems expert.

Proud to be backed by Andreessen Horowitz, NEA, and Addition with $250+ million raised to date.

About the role

The Customer Support Engineer will play a crucial role with our customers across Europe, the Middle East, and Africa (EMEA), specifically their post-sale journey - helping them to onboard, adopt and grow on Anyscale, troubleshooting and resolving open customer tickets and driving consumption. While located in Bangalore, the position is aligned to EMEA customer time zones and business hours.

Anyscale is an ever evolving platform and hence will require close co-ordination with our engineering teams to debug complex issues. This is an exciting role for those who are technically curious and passionate about ML/AI, LLM, vLLM and the role of AI in next generation applications. It’s an opportunity to make a significant impact in a collaborative, fast-paced environment while building a new segment in this space.

In this role, you’ll be able to

• Resolve customer issues and help in their successful adoption of Anyscale platform

• Be a technical advisor, and internal champion for our key customers

• Own customer issues end-to-end, from troubleshooting, triaging, escalations and eventual resolution

• Participate in our follow-the-sun customer support model to ensure continuity in resolving high priority tickets

• Keep track of open customer bugs and feature requests to influence prioritization and provide timely customer updates upon resolution

• Contribute towards improvement of internal tools and documentation of playbooks, guides and best practices etc. based on observed patterns

• Habitually provide feedback and collaborate cross-functionally with product and engineering teams to address customer issues with a focus on improving the product experience

• Build and maintain strong relationships with technical stakeholders within customer accounts

Qualifications

• 2+ years of experience in a customer-facing technical role in a dynamic, fast-paced, startup-like environment

• Strong organizational skills and ability to manage multiple customer needs simultaneously

• Experience as a machine learning engineer

• Experience in training, fine-tuning and inference/serving of LLMs

• Knowledge in one or more of the major cloud platforms (AWS, GCP or Azure)

• Excellent communication and interpersonal skills.

• Strong sense of ownership, self-motivation and eagerness to acquire new skills and do new things

• Willingness to uplevel the knowledge and skills of your peers through mentorship, trainings and shadowing

• Must be available to our EMEA customers within their respective time zones

Bonus

• Experience with Ray

• Knowledge of MLOps platforms

• Familiarity with container orchestration platforms (e.g., Kubernetes), infrastructure as code (e.g. Terraform), CI/CD tools (e.g. Github Actions)

Compensation

At Anyscale, we take a market-based approach to compensation. We are data-driven, transparent, and consistent. As the market data changes over time, the target salary for this role may be adjusted.

Anyscale Inc. is an Equal Opportunity Employer. Candidates are evaluated without regard to age, race, color, religion, sex, disability, national origin, sexual orientation, veteran status, or any other characteristic protected by federal or state law.

Anyscale Inc. is an E-Verify company and you may review the Notice of E-Verify Participation and the Right to Work posters in English and Spanish