AI Platform - Customer Service Engineer

Tyto Athene, LLC•Chantilly, VA

10d•Onsite

About The Position

Tyto Athene is searching for an AI Platform - Customer Service Engineer to join our growing team. You will join a diverse team of engineers responsible for ensuring that customers achieve their desired outcomes with our AI-powered solutions, by providing strategic guidance, technical support, and relationship management. The role requires the ability to identify and address potential customer pain points. The AI Platform CSE helps customers maximize the value of our AI products and achieve measurable success. This role requires strong communication and collaboration skills, as the CSE must work closely with stakeholders from engineering, sales, and program management to deliver an exceptional customer experience. If you enjoy working with new technologies, enterprise - leading equipment, and have a passion for building and maintaining AI infrastructures, we would like to speak to you. This position will play a key role in supporting customers leveraging next-generation infrastructure to drive innovation in the Artificial Intelligence (AI) field.

Requirements

Basic understanding of AI and machine learning concepts, such as data preprocessing, model training, and deployment.
Basic data analysis skills.
Current IAM Level II to satisfy DOD 8570 IAT requirement.
Active TS/SCI clearance with Counterintelligence polygraph.

Responsibilities

Develop long-term relationships with customers that drive loyalty, retention, and growth for the program.
Explain complex technical terms to customers in a non-technical manner.
Articulate the value proposition of their product, address customer concerns, and provide clear explanations of features and benefits.
Identify and resolve complex technical problems, work collaboratively with internal teams (e.g., engineering), and escalate critical issues when necessary.
Interpret data metrics, track customer engagement, and identify trends in usage patterns.
Gather insights from customers about their needs, pain points, and goals.
Use customer insights to develop targeted strategies for customer success, retention, and growth.
Explain how the AI product works, provide usage guidance, and identify potential areas for improvement.
Manage changes effectively, communicate with customers about updates, and ensure a smooth customer experience.
Travel up to 20% of the time, as required, to perform on-site installations, maintenance, and troubleshooting activities at customer sites or data centers.