Technical Support Engineer, Tecton
$120-144k
Salary range is benchmarked on rates for California and New York, and may vary in other locations. Offers Equity
The feature platform for machine learning
Be an early applicant
The feature platform for machine learning
101-200 employees
Be an early applicant
$120-144k
Salary range is benchmarked on rates for California and New York, and may vary in other locations. Offers Equity
101-200 employees
Company mission
To transform the way companies solve real-world problems with machine learning.
Role
Who you are
- This involves deep product knowledge, proficiency in relevant technologies and programming languages, and adept communication skills to effectively assist customers from diverse technical backgrounds
- To excel as a Technical Support Engineer at Tecton, candidates must possess a minimum of 3-5 years of technical support experience in the software or technology industry, ideally coupled with a bachelor's degree in Computer Science or a related field
- Demonstrated proficiency in troubleshooting complex technical issues, strong communication and analytical skills, and a proactive, solution-oriented attitude are essential
- Technical expertise in software applications, programming languages like Python, and SQL for data querying and manipulation is required, with experience in cloud computing concepts (AWS, Azure, Google Cloud Platform) being highly advantageous
- We set a high bar for excellence and seek candidates committed to exceeding customer satisfaction targets, continuous learning, and making a meaningful impact in shaping the future of MLOps at Tecton
- Bachelor's or Master's Degree in Data Science, Mathematics, CS, or Information Sciences
- Knowledge of SQL
- Knowledge of Python and/or PySpark
Desirable
- Familiarity with Machine Learning and Data Science tooling, such as Jupyter Notebooks, Tensorflow, Scikit-learn, and PyTorch
- Knowledge of JIRA, Github, or Gitlab
- Experience with data platforms such as Spark, Snowflake, or BigQuery
- Experience with AWS, GC,P and Kubernetes
- Serve as internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible
- Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience
- Assess and prioritize customer cases to ensure timely response and resolution according to service standards and best practices, with an emphasis on escalated cases
- Deliver against customer experience and efficiency targets
- Build process or troubleshooting documentation in the support knowledge base
- Collect information and document bugs for product issues impacting customers
- Take end-to-end ownership of customer issues, including troubleshooting, identification of root cause together with the Engineering team, and issue resolution
- Bachelor's or Master's Degree in Data Science, Statistics, CS, or Information Sciences
- Past experience working in a customer-facing role (IT Support, HelpDesk, Retail, and similar)
- Experience with AWS, GCP, and Kubernetes
- Distributed file system
- Experience with data platforms such as Spark, Databricks, EMR, Snowflake, or BigQuery
- Basic knowledge of networking
What the job involves
- As a Technical Support Engineer at Tecton, you will be a cornerstone of customer success, delivering expert technical assistance and troubleshooting for Tecton's machine learning operations (MLOps) platform
- Your role involves swiftly resolving client issues through deep product knowledge, technical proficiency, and clear communication, while also proactively monitoring platform performance and collaborating on enhancements
- Furthermore, you will empower users by creating valuable knowledge base content and training materials, ultimately ensuring exceptional customer experiences and solidifying Tecton's leadership in MLOps solutions
- As a Technical Support Engineer at Tecton, you're instrumental in ensuring clients' seamless use of the company's machine learning operations (MLOps) platform
- Your main focus is providing expert technical assistance and troubleshooting guidance to customers, swiftly addressing any issues they encounter while utilizing Tecton's platform
- In addition to reactive support, you take a proactive approach by monitoring platform performance and collaborating with internal teams to implement solutions and enhancements
- Your contributions extend beyond issue resolution to include the creation of knowledge base materials and training resources, empowering customers to optimize their use of Tecton's platform independently
- Your role is pivotal in delivering exceptional customer experiences and bolstering Tecton's position as a leader in MLOps solutions
- Take end-to-end ownership of customer issues, including troubleshooting, identification of root cause together with the Engineering team and issue resolution
- Pilot new Tecton features with customers and collect feedback
- Collect information and document bugs for product issues that are impacting customers. Build process or troubleshooting documentation in the support knowledge base. Deliver against customer experience and efficiency targets
- Assess and prioritize customer cases to ensure timely response and resolution according to service standards and best practices, with an emphasis on escalated cases
- Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience. Serve as internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible
Our take
Tecton provides an innovative solution that makes it possible for all companies to benefit from machine learning, regardless of their level of expertise and experience. The company is committed to the democratisation of artificial intelligence, believing that it is something that all businesses should be able to access, not just the privileged few.
As part of this process, Tecton provides a range of services, ensuring that machine learning applications can be built at business level. The experience of the company makes it possible for businesses to implement machine learning projects in real-time, and then use them to derive insights from the best data available.
Tecton also offers what it believes to be the first enterprise-ready feature store for machine learning, enabling data scientists and engineers to build a library of great features and serve them in production. The unique nature of its product coupled with the CEOs' experience at Uber and Google elevates Tecton above other machine learning companies. With 2022's series C funding, Tecton has been scaling its engineering and go-to-market teams and positioning itself well for future growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jul 2022
$100m
SERIES C
Dec 2020
$35m
SERIES B
Total funding: $160m
Company benefits
- Comprehensive health plans = Our health plan options give you the flexibility to select the right coverage for you and your family. We cover 100% for employees and 80% for dependents
- Remote-friendly work environment - We are remote-friendly and make it easy for our people to be in the office if they want to be
- Parental leave - We offer 8-16 weeks of paid leave to spend quality time with family
- Competitive salary, equity and 401(k) savings plans - We offer meaningful compensation and equity packages that reflect our commitment to hire the best talent
- Wellbeing benefits - We provide a range of benefits that holistically support your physical, mental, and financial wellbeing
- Flexible time off - There is life outside of work. Our flexible policy means every employee is encouraged to take the time they need to rest and rejuvenate
Company HQ
Mid-Market, San Francisco, CA
Leadership
Mike Del Balso
(CEO)Product Manager at Google, then Senior Product Manager at Uber - where they were responsible for Michelangelo. Co-founded Tecton in 2018.
Kevin Stumpf
(CTO)MBA Stanford. Co-found and CTO at Dispatcher. Technical Lead at Uber, involved in Michelangelo project. Co-founded Tecton in 2018.
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