This role calls for a leader in both the Engineering and Customer Support areas, setting up the systems and providing support to customers adopting brand new technologies which do not yet have established support procedures namely, Reinforcement Learning and Machine Teaching.
We work one-on-one with brilliant minds inside of our Fortune 500 customers, supporting and delivering the Bonsai Platform, which allows them to leverage Reinforcement Learning for industrial and autonomous systems.
As the first AI Support Engineers on the team, you will be responsible for providing a high level of service, while putting your thought and work into creating and designing the department itself.
For our first AI Support Engineers, we expect a high level of technical ability, as well as a high level of customer-facing and communication ability.
Working with us, a Horizon Two organization, you will be part of turning research and product vision into a reality for our customers.
Even if you do not have previous Reinforcement Learning experience, specifically , this will be a great learning opportunity in a fun-filled and driven team where you will get to work with experts in MSR and product teams across Azure to realize our vision.
Supporting our customers and ensuring their productive experience while using our Machine Teaching platform
Working with customers over the phone, via e-mail, or via teleconferencing sessions to diagnose and troubleshoot any issues they present
Researching and answering customers day-to-day usage questions
Assisting with writing documentation and best-practices material, including Knowledge Base articles and Frequently Asked Questions content
Gaining a working knowledge of the Bonsai Machine Teaching platform (we will train you!)
Assisting with or performing training and onboarding sessions, transferring our expertise and best practices to our customers
Working closely with our sister teams and Research to ensure we build a cohesive product that delights our customers and makes a difference in the market
In short, you will be responsible for ensuring a smooth and productive user experience for our customers and for creating the content, systems, and processes that will make your job easier in the long-run.
The range of questions and technologies will be wide, so we are looking for an experienced, driven Engineer who is ready to act as a leader in the Customer Support space.
Bachelor s degree or equivalent experience in a quantitative field (CompSci, Engineering, Physics, etc.)
3+ years of professional software engineering and / or data science experience
1+ year of demonstrated use of Machine Learning and / or Reinforcement Learning techniques
3+ years in a customer-facing role, specifically one which requires troubleshooting problems remotely, like a Customer Support Engineer, Operations Engineer, or Solution Architect
Experience with any number of technologies leveraged by our customers. The most important / common technologies are in bold :
Programming languages Python , C++, Visual Basic, .NET, Java, and related
Data analysis tools Jupyter Notebook and related
Simulation software e.g. MatLab, Simulink, Unity, AspenTech, Vericut, etc.
DevOps Docker, PowerShell scripting, Bash scripting, basic Windows and Linux administration, Azure administration, including Azure Batch and Azure IoT
Machine Learning (specifically Reinforcement Learning)
Databases and other data formats SQL Server, MySQL / PostgreSQL, XML, CSV files, etc.
Practices and approaches software integration troubleshooting and root-cause-analysis, performance profiling and testing, and strategically adding logging to diagnose issues, etc.
Excellent communication skills, both spoken and written English