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DataRobot // machine learning automation software for enterprise
Engineering, Full Time    Chicago, IL, USA    Posted: Wednesday, April 07, 2021
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DataRobot - Principal AI Support Engineer (L3)

There is no hotter field than artificial intelligence, & DataRobot is at the forefront. DataRobot is a leader helping global businesses achieve their AI objectives & realize incredible business value through successful use of the DataRobot Automated Machine Learning Platform.  We are searching for a rare escalation engineer that can handle complex problems & turn the lessons learned into enablement sessions focused on upskilling the other support engineers. Additionally, the Escalation Engineer will work closely with developers to reproduce problems & deliver fixes as well as help design solutions that help our customers realize value.  This is a customer facing position, & will require the ability to interact with the customer during an escalated incident or as required. The focus of this position will be developing techniques & tools to define problems & mitigate problems that block a customers progress. The Escalation Engineer is an excellent communicator, technically astute, with outstanding ability to communicate clearly about complex data science problems.

While the Escalation  Engineer primarily works on the back-end dedicated to escalated problems, they also work with DataRobot engineering & product management teams to perform advocacy on behalf of the customer.  At DataRobot we are launching a new era in support in which you assist customers, but you will also apply AI tools to better service our customers. Therefore, we are seeking candidates that are passionate about providing support & building tools that use the DataRobot Platform to provide an unprecedented support service. 

This is an exciting opportunity to join a leader & work at the forefront of Artificial Intelligence & Automated Machine Learning. As an Escalation Engineer you will be working with data scientists, developers, & IT to help solve the most challenging AI, machine learning, & data science problems.

What you will do:

  • Escalation Engineers ensure that our customer experience is exceptional
  • Focus on mitigating complex installations with custom scripts & modifications
  • Provide guidance on escalated support cases
  • Work with back-end engineering teams to mitigate & resolve escalated cases as well as ensure the customer voice is heard
  • Create knowledge base articles
  • Provide content for on-boarding materials for support engineers
  • Perform L3 Escalation Support
  • Maintain & develop escalation procedures for support & back end engineering teams
  • Participate in on-call rotations for customer escalations for non-standard hours
  • Custom installations, including Hadoop or non-standard environments
  • Performing & documenting custom installations & configurations
  • Testing new features for support sign off
  • Support liaison into engineering
  • Prioritizing escalations
  • Providing technical requirements to engineering teams

What you need:

  • Senior Linux administration & enterprise network engineering 
  • Experienced with at least one programming language 
  • Hadoop experience
  • Experience with SQL, AWS,  & MongoDB
  • Experience with enterprise Security & compliance
  • Experience integrating with existing Authentication & protocols like SSO & LDAP 
  • Experience with Docker and/or Kubernetes 
  • Experiencing working with Engineering & communicating customer requirements
  • Troubleshooting experience within enterprise infrastructure
  • Experience building & mentoring a team


  • Python & R experience
  • Experience with Data Science, machine learning, or artificial intelligence
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