Manager, Support Engineering
1d ago
source : Shine

RBS Tech is developing a Machine Learning based solution to audit and auto-enrich the Amazon website content worldwide. This solution involves processing millions of Amazon retail pages and Catalog items to enhance content through automated Natural Language Processing (NLP) models and image processing models.

Scalability and reliability of the solution, and precision of algorithms are some of the key technical challenges the team solves for.

As a Support Manager, you will be responsible for leading a team of support engineers to support products across RBS Tech.

The role includes managing a growing support engineering team that is providing production ticket support, maintaining multiple products and services, creating process automation scripts and handling ad-hoc operational asks.

The team will develop tools and best practices to improve the existing systems and troubleshooting processes. The team will also be responsible for writing queries, generating training data for ML models, and work closely with developers and scientists on global expansion / launches of our programs.

A successful candidate will be an experienced manager who is willing to take on a challenging space, has a strong metrics and operational excellence focus, excellent hiring and people-development skills, has strong customer focus, the ability to lead multi-functional teams, and loves a fast-paced environment.

If you fit the profile we would love to talk to you. If you are customer obsessed, self-driven, tenacious and analytical individual (optionally with a flair for machine learning), you will have fun solving our business problems of unprecedented scale.

BS in Computer Science / Engineering or equivalent industry experience.

7-10 years of development or technical support experience.

Excellent verbal and written communication skills Strong debugging / troubleshooting in UNIX / Linux.

Ability to solve complex problems independently.

Strong understanding of support processes SLA,handling tickets, monitoring, processes and metrics.

Proven ability to write scripts and automation (using Python).

Understanding of the complete deployment life cycle from design, build, test, deploy Knowledge of one high level programming language (preferably C++ or Java)

Hands on experience in Cloud technology is plus.

Hands on experience distributed applications / enterprise applications is plus.

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