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Technical Support Engineer

OctoML

OctoML

This job is no longer accepting applications

See open jobs at OctoML.
IT, Customer Service
Remote
Posted on Wednesday, January 24, 2024
OctoAI is a leading startup in the fast-paced generative AI market. Our mission is to empower businesses to build differentiated applications that delight customers with the latest generative AI features.
Our platform, OctoAI, delivers generative AI infrastructure to run, tune, and scale models that power AI applications. OctoAI makes models work for you by providing developers easy access to efficient AI infrastructure so they can run the models they choose, tune them for their specific use case, and scale from dev to production seamlessly. With the fastest foundation models on the market (including Llama-2, Stable Diffusion, and SDXL), integrated customization solutions, and world-class ML systems under the hood, developers can focus on building apps that wow their customers without becoming AI infrastructure experts.
Our team consists of experts in cloud services, infrastructure, machine learning systems, hardware, and compilers as well as an accomplished go-to-market team with diverse backgrounds. We have secured over $130M in venture capital funding and will continue to grow over the next year. We're based largely in Seattle but have a remote-first culture with people working all over the US and elsewhere in the world.
We dream big but execute with focus and believe in creativity, productivity, and a balanced life. We value diversity in all dimensions and are always looking for talented people to join our team!
Overview:
As a Technical Support Engineer, you will play a pivotal role in driving usage and adoption of our GenAI infrastructure/SaaS solution. As a member of our Customer Success and Experience team, you will engage directly with our users, using your technical expertise to troubleshoot and help users resolve issues across OctoAI’s various domains, including image generation, text generation, and the general compute service.

Responsibilities:

  • Become an OctoAI product expert and deliver outstanding technical support to our self-serve users, ensuring they can adopt the platform and scale production workloads with ease.
  • Engage users via multiple channels (ticketing system, live chat, Discord, Slack) to identify and resolve technical support requests while continuing to educate customers on the use of the platform.
  • Escalate complex questions as necessary and serve as a liaison between self-serve users and internal teams.
  • Investigate and document bugs and feature requests to share with Product and Engineering teams and participate in conversations to prioritize them.
  • Provide feedback regarding internal support processes, product functionality, and customer education resources to improve the customer experience.
  • Improve user-facing documentation and materials as needed.
  • Rotate after hours on-call duty for P0 issues with other members of the CS&E team

What we look for:

  • 2+ years work experience in software engineering or technical support at a SaaS company, preferably within a startup environment.
  • Domain expertise in AI/ML, bonus points for having worked on a genAI product.
  • Demonstrated ability to show a strong sense of user empathy.
  • Experienced with Intercom, Linear, JIRA, or similar software and with DataDog or similar logging tools.
  • Self-motivated and detail-oriented, with an interest in developing expertise in a complex and constantly evolving product.
  • Familiarity with cloud deployment technologies, such as Docker, Kubernetes, and tools of major cloud providers (AWS/GCP).
  • Proficient with Python and Bash scripting (other languages, such as Javascript/Typescript, Go, are a plus).
  • Ability to thrive in fast-paced environments and use good judgment to prioritize tasks and drive initiatives to conclusion independently.
  • Ability to communicate technical concepts effectively in a clear, friendly writing style.
  • Ability to be resourceful and resilient when faced with ambiguity and new challenges
We recognize that people come with experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.
Diversity & Inclusion:
Our mission extends beyond technological breakthroughs; we aim to mirror the diverse world we serve. We understand the unique insights, creativity, and perspectives a diverse team can bring, and we're actively seeking to broaden our horizons. As we look to the future, we aim to address our current diversity gaps and set new industry standards for inclusivity.
Benefits Our Team Enjoys:
• Comprehensive Healthcare: Fully covered premiums for employees and their dependents, including Medical, Dental, Vision, Life Insurance, and Disability Insurance.
• Competitive Compensation: A mix of salary, bonuses, and meaningful stock options.
• Financial Benefits: Flexible Spending Accounts for healthcare and dependent care, as well as a Health Savings Account for those opting for a high deductible plan.
• Future Planning: 401(k) options.
• Flexible Work Options: Remote and teleworking capabilities.
• Work-Life Balance: Flexible work hours, generous time off policies, company-sanctioned downtime twice a year, and company-paid holidays.
• Parental Benefits: Comprehensive parental leave plans for all new parents.
• Volunteer Time Off (VTO): Four days a year to give back and make a difference in communities.
• Additional Leaves: Including disability, paid family medical leave, and paid military leave.
At OctoAI, we believe in creating an environment where everyone is valued and respected. Discrimination doesn't have a place in our culture. We evaluate individuals based on their abilities and effectiveness. We're committed to equal opportunity and ensuring that all qualified applicants receive consideration, free from biases related to race, color, religion, gender, identity, orientation, national origin, genetics, disability, age, or veteran status.

This job is no longer accepting applications

See open jobs at OctoML.