Position: L3 Escalation Engineer (Principal AI Support Engineer)
Company: DataRobot
Experience required: 3y
English level: upper

There is no hotter field than artificial intelligence, and DataRobot is at the forefront. DataRobot is a leader helping global businesses achieve their AI objectives and 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 and 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 and deliver fixes as well as help design solutions that help our customers realize value.  This is a customer facing position, and 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 and tools to define problems and 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 and 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 and building tools that use the DataRobot Platform to provide an unprecedented support service. 

This is an exciting opportunity to join a leader and work at the forefront of Artificial Intelligence and Automated Machine Learning. As an Escalation Engineer you will be working with data scientists, developers, and IT to help solve the most challenging AI, machine learning, and data science problems.

What you will do:

Escalation Engineers’ ensure that our customer experience is exceptional
Focus on mitigating complex installations with custom scripts and modifications
Provide guidance on escalated support cases
Work with back-end engineering teams to mitigate and 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 and develop escalation procedures for support and 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 and documenting custom installations and 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 and enterprise network engineering 
Experienced with at least one programming language 
Hadoop experience
Experience with SQL, AWS,  and MongoDB
Experience with enterprise Security and compliance
Experience integrating with existing Authentication and protocols like SSO and LDAP 
Experience with Docker and/or Kubernetes 
Experiencing working with Engineering and communicating customer requirements
Troubleshooting experience within enterprise infrastructure
Experience building and mentoring a team
Bonus:

Python and R experience
Experience with Data Science, machine learning, or artificial intelligence