Customer Support Engineer - West Coast

Anyscale • Palo Alto, CA

3d

About The Position

The Customer Support Engineer will play a crucial role in the customers’ post-sale journey - helping them to onboard, adopt and grow on Anyscale, troubleshooting and resolving open customer tickets and driving consumption.
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

Requirements

• 3+ 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

Nice To Haves

• 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)

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees