Machine Learning Engineer Customer Engineering

You will support customers through onboarding, adoption, growth, troubleshooting, triage, escalation, and resolution. You will act as a technical advisor, track bugs and feature requests, contribute to playbooks and tools, and collaborate with Product and Engineering to improve the platform experience.

Responsibilities

• Resolve customer issues and support platform adoption
• Act as a technical advisor and internal champion for key customers
• Own customer issues from troubleshooting and triage through escalation and resolution
• Participate in follow-the-sun customer support
• Track customer bugs and feature requests and provide resolution updates
• Improve internal tools, documentation, playbooks, guides, and best practices
• Collaborate with Product and Engineering to address customer issues
• Build relationships with technical stakeholders in customer accounts

Requirements

• 7+ years of experience in a Machine Learning role
• Ability to manage multiple customer needs simultaneously
• Experience developing data pipelines for LLM training, fine-tuning, and inference or serving
• Experience running and optimizing distributed ML workloads on AWS/EKS, GCP/GKE, or Azure/AKS
• Communication and interpersonal skills
• Willingness to mentor, train, and shadow peers

Benefits

• Stock options
• Healthcare plans with 95% employer-covered premiums
• 401k Retirement Plan
• Wellness & Education Stipend
• Paid Parental Leave
• Fertility Benefits
• Paid Time Off
• Commute reimbursement
• In-office lunch