AI Support Engineer

Job Description:DataRobot is the leader in Value-Driven AI, a unique and collaborative approach to generative and predictive AI that combines an open platform, deep expertise and broad use-case experience to improve how organizations run, grow and optimize their business. The DataRobot AI Platform is the only complete AI lifecycle platform that interoperates with an organization’s existing investments in data, applications and business processes, and can be deployed on prem or on any cloud environment. Global organizations, including 40% of the Fortune 50, rely on DataRobot to drive greater impact and value from AI.The AI Support Engineer will work closely with developers to reproduce problems and deliver fixes and help design solutions that help our customers realize value.  This is a customer-facing position and will require the ability to interact with the customer during scheduled working hours or during an escalated incident. The focus of this position will be developing techniques and tools to define problems and mitigate problems that block a customer's progress. Key Responsibilities:Ensure that our customer experience is exceptionalFocus on mitigating complex problems with custom scripts and modificationsWork directly with customers on support casesCreate knowledge base articlesParticipate in on-call rotations for non-standard hoursIn this role you will support Global Production Engineering (Customer Support), local Customer Success team in Japan and engineering teams across DataRobotRequisite Education and Experience / Minimum Qualifications:Bachelor in Computer Science, Engineering, Statistics, Data Science or equivalent experience.1-3 years of industry support or related experienceNative or business level of Japanese and intermediate level of English is a mustExperience with Data Science, machine learning, or artificial intelligenceExperience with SaaS applications and file systemsExcellence service supporting customersTroubleshooting experience within enterprise infrastructureLinux and network administrationAbility to work with product/engineering and communicating customer requirementsExperience with salesforce service cloud Experience with enterprise regulatory compliance and securityNice to have:Experience with Data Science, machine learning, or artificial intelligenceExperience with Docker and/or Kubernetes求人概要AIサポートエンジニアは、開発者と緊密に連携して問題を再現し、修正を提供し、お客様が価値を実現できるようなソリューションの設計を支援します。 このポジションは顧客と接するポジションであり、予定された勤務時間中またはエスカレーションされたインシデント中に顧客と対話する能力が求められます。このポジションの焦点は、問題を定義し、顧客の進行を妨げる問題を軽減するための技術やツールを開発することです。主な責務カスタマー・エクスペリエンスの向上カスタムスクリプトや修正による複雑な問題の軽減に注力するサポートケースについて顧客と直接作業するナレッジベース記事の作成標準時間外のオンコールに参加する主な関係社内：グローバル・プロダクション・エンジニアリング（カスタマーサポート）日本のカスタマーサクセスチームDataRobot全体のエンジニアリングチーム外部の方日本およびAPAC地域全体のDataRobotパートナー日本およびAPAC地域全体のDataRobot顧客知識、スキル、能力お客様をサポートする優れたサービス企業インフラにおけるトラブルシューティング経験Linuxおよびネットワーク管理製品/エンジニアリングと連携し、顧客要件を伝える能力セールスフォースサービスクラウドの使用経験企業の規制コンプライアンスとセキュリティに関する経験必要な学歴と経験／最低資格コンピュータサイエンス、エンジニアリング、統計学、データサイエンスの学士号、または同等の経験。1-3年の業界サポートまたは関連経験日本語ネイティブまたはビジネスレベル、英語中級レベル必須データサイエンス、機械学習、人工知能の経験SaaSアプリケーションやファイルシステムの経験The talent and dedication of our employees are at the core of DataRobot’s journey to be an iconic company. We strive to attract and retain the best talent by providing competitive pay and benefits with our employees’ well-being at the core. Here’s what your benefits package may include depending on your location and local legal requirements: Medical, Dental & Vision Insurance, Flexible Time Off Program, Paid Holidays, Paid Parental Leave, Global Employee Assistance Program (EAP) and more!DataRobot Operating Principles:Wow Our CustomersSet High StandardsBe Better Than YesterdayBe RigorousAssume Positive IntentHave the Tough ConversationsBe Better TogetherDebate, Decide, CommitDeliver ResultsOvercommunicateResearch shows that many women only apply to jobs when they meet 100% of the qualifications while many men apply to jobs when they meet 60%. At DataRobot we encourage ALL candidates, especially women, people of color, LGBTQ+ identifying people, differently abled, and other people from marginalized groups to apply to our jobs, even if you do not check every box. We’d love to have a conversation with you and see if you might be a great fit.  All U.S. DataRobot employees must be fully vaccinated against COVID-19. If there is a medical, religious, or other legally protected reason that prevents you from receiving an available COVID-19 vaccination, and you are selected as a candidate for consideration, we have a process in place to evaluate requests for accommodation.DataRobot is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. DataRobot is committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. Please see the United States Department of Labor’s EEO poster and EEO poster supplement for additional information.All applicant data submitted is handled in accordance with our Applicant Privacy Policy.