Senior Technical Support Engineer, Domino Data Lab
Enterprise AI platform
Job no longer available
Enterprise AI platform
201-500 employees
Job no longer available
201-500 employees
Company mission
To unleash AI to address the world's most important challenges.
Role
Who you are
- 3 to 5 years in enterprise technical support, solutions engineering, or a similar customer-facing technical role at a SaaS or data/AI platform company
- Hands-on Kubernetes: pod lifecycle, kubectl, RBAC, namespaces, persistent volumes, and cluster-level troubleshooting
- Strong Linux and command-line proficiency: log analysis, process management, file system navigation, and shell scripting
- Familiarity with Python-based ML workflows: Jupyter, package management, model training and serving
- Experience with cloud platforms (AWS, GCP, or Azure) and containerized application environments
- Methodical troubleshooter: you form a hypothesis, test it, and adapt when the logs disagree with your theory
- Clear written communicator: your case updates and KB articles don't require a follow-up to understand
- Comfortable managing multiple open, time-sensitive cases without losing the thread on any of them
- Works well asynchronously across time zones in a remote-first, globally distributed team
- Bachelor's degree in computer science, engineering, or a related technical field (or equivalent experience)
What the job involves
- As a Technical Support Engineer, you're the bridge between our customers and our Engineering organization. You'll own technical support cases end-to-end, triaging issues across Kubernetes infrastructure, ML platform components, authentication, data connectivity, and model deployment, and ensuring every customer gets a clear and timely resolution. You'll also contribute to the knowledge base that helps the whole team scale
- Own support cases for enterprise customers across all severity levels, from initial triage through resolution, with clear communication and accurate expectations throughout
- Diagnose and resolve Kubernetes and cloud infrastructure issues: pod failures, resource limits, persistent volumes, RBAC, ingress, and cluster-level diagnostics
- Troubleshoot ML platform problems including workspace and job failures, environment build errors, model deployment issues, and data connector failures
- File detailed, actionable bug reports and enhancement requests in Jira and act as the customer's advocate with Product and Engineering
- Write and review knowledge base articles, how-to guides, and troubleshooting docs, building the reference layer that helps customers and teammates solve problems faster
- Hand off cases cleanly in a follow-the-sun model across AMER, EMEA, and APAC, ensuring continuity for global enterprise accounts
- Run live troubleshooting sessions with customers via video call and participate in EMEA weekend on-call rotation per team schedule
Our take
Domino Data Lab powers model-driven businesses with its Enterprise MLOps platform. Trusted by over 20% of the Fortune 100, Domino can accelerate the development and deployment of data science work, while simultaneously increasing collaboration and governance.
Using the platform, enterprises can develop better medicines, grow more productive crops, build better cars, and more. In 2022, it released two additional solutions that enable customers to easily run machine learning and data science workloads across hybrid and multi-cloud systems - showing that it can keep pace with the advancing needs of its clientele.
With nearly all multinational organizations set to invest in local data processing infrastructures and mitigation services by he end of 2026, Domino Data Lab is meeting the needs companies face when scaling data science workloads. It is also addressing the "data science talent gap" with its latest release, Domino Code Assist (DCA). This enables business analysts to elevate their work into the data science world and communicate with advanced data scientists in the same languages, without the need for extensive training.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-16% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Oct 2021
$100m
SERIES F
Jun 2020
$43m
LATE VC
Total funding: $226.6m
Company benefits
- Health & wellness: Premium medical, dental, and vision insurance plans, including a free option for you and your family
- Commuter benefits: What’s your transportation of choice? We support your daily commute, whether Uber, Lyft, bus, or train
- Love for parents: New parents receive up to eight weeks of fully paid-parental leave. P.S. Got baby pics? Share them in our Slack channel dedicated to kids
- Flexible paid time off: We value your right to disconnect. Take the time you need to recharge, spend time with family, and explore the world
- Annual education reimbursement: Pursue the professional growth that will help you excel in your role with educational opportunities that work for your needs, and at your speed
- Own your outcome: Feel supported to get your work done how and when you need to, regardless of your location
Company HQ
SoMa, San Francisco, CA
Leadership
Nick Elprin
(Co-Founder & CEO)Graduated from Harvard with a Master's in Computer Science. Previously worked as a Senior Application Technologist at Bridgewater Associates before co-founding Domino Data Lab in 2013.
Christopher Yang
(Co-Founder & CTO)Graduated from MIT with a Master's in Computer Science. Previously worked as a Software Developer at Bridgewater Associates before co-founding Domino Data Lab in 2013.
Thomas Robinson
(COO)Thomas joined Domino in 2016 as CPO, moving into the role of VP of Strategi Partnerships & Corporate Development in 2020 and then into the role of COO in 2022. Previously, he spent 10 years at Bridgewater Associated in various roles, including Director of Engineer and GM of Tech Talent Transformation.
Tom Gleason
(CFO)Prior to joining Domino in 2021, Tom was a VP of Finance & Strategy at Avalara. Before that, he spent 9 years at Tableau Software in various roles, including Director of Financial Planning & Analysis and VP of Finance.
Thomas Been
(CMO)Prior to joining Domino in 2023, Thomas was a CMO at DataStax and Druva. He also spent nearly 15 years at TIBCO Software in various roles, including VP of Product Management and CMO.
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