Senior Technical Support Engineer – US East

At Dataiku, the Support organization is a fully remote team focused on enabling our customers and helping them work through any technical issues or questions related to our Everyday AI Platform (DSS). We are a rapidly scaling and globally distributed team, with members spanning 10+ countries and across 3 major regions. Our focus is to take our growth to the next stage by building out an enterprise-grade global support function.

How you’ll make an impact 

We are looking for an experienced technical support engineer who is comfortable working in a complex and dynamic environment and who can help contribute to the growth of our global support function as we continue to scale up our operations. As a senior-level Technical Support Engineer, you will help our US and global customers solve their wide range of technical issues with Dataiku, such as installation, security, and integration with other big data technologies. You will also collaborate with various internal teams to solve and escalate customer issues as needed.

Some expected outcomes for this role 

• Help US and global customers solve their technical issues with Dataiku through a variety of communication channels
• Communicate with our R&D team to solve complex issues and/or share feedback from our US customers for future product improvement
• Work with other customer-facing teams when escalating or rerouting issues to help ensure a proper and efficient / timely resolution
• Document knowledge in the form of technical articles and contribute to knowledge bases or forums within specific areas of expertise
• Occasionally wear multiple hats and help out with other activities in a fast-paced and dynamic startup team environment

What you’ll need to be successful 

• At least 5 years of experience in a client-facing engineering or technical role, ideally involving a complex and rapidly evolving software/product
• Experience with cloud platforms such as AWS, Azure, and GCP
• Experience with Docker and Kubernetes
• Collaborative and helpful mindset with a focus on always working as a team
• A strong competency in technical problem solving with demonstrated experience performing advanced log analysis, debugging, and reproducing errors
• Proficiency working with Unix-based operating systems
• Experience with relational databases (or data warehouses like Snowflake) and SQL
• Ability to read and write Python or R code

What will make you stand out

• Experience with big data technologies, such as Hadoop or Spark

• Experience with authentication and authorization systems such as LDAP, SAML, and Kerberos
• Experience with ML models and LLMs

What does the hiring process look like? #LI-remote

Initial call with a member of our Technical Recruiting team

Video call with the US East Technical Support Manager

Technical Assessment to show your skills (Home Test)

Debrief of your Tech Assessment with Support Team member

Final Interview with the VP Technical Support