We are seeking a highly technical and versatile Support Engineer to join our team. This role will focus on rapid response and resolution of issues in our cutting-edge AI software and tools. The ideal candidate possesses a strong understanding of AI/LLM concepts and a proven track record in technical support engineering and troubleshooting. This candidate will have an extraordinary opportunity to help drive platform adoption and influence customer trust on our AI products which are rapidly evolving in a complex technical landscape.

Responsibilities:

• First line of response for customer and application issues for our AI platforms.
• Instrumenting and maintaining effective monitoring and alerting for our AI services including LLM Observability.
• Implementing adequate Incident Management and Post Mortem processes.
• Resolving deep technical issues end to end utilizing AI and Technical subject matter expertise.
• Effectively escalate issues to AI engineering teams when appropriate.
• Authoring and maintaining support processes, documentation, and guides.
• Collaborating with quality assurance and engineering teams to drive improvements in our AI products.
• Contribute to the continuous improvement of our support processes, tooling and methodologies.
• Stay up-to-date with the latest advancements in AI/LLM technologies.

Required Skills and Experience:

• Proven experience working with OpenAI, Anthropic, and other vendor model offerings.
• Hands-on experience with Retrieval Augmented Generation and Vector databases including Redis, Elastic, Pinecone, etc.
• Proficiency in programming languages such as Python or Java.
• Familiarity with linux and container runtime environments like Kubernetes.
• Expertise in implementing and improving devops release pipelines including familiarity with popular SDLC tools.
• Expertise in implementing effective alerting processes with Opsgenie or similar.
• Proficiency with instrumenting monitoring with Datadog or similar.
• Excellent problem-solving and analytical skills with a detail oriented approach.
• Demonstrates a clear sense of ownership in driving issues to resolution.
• Strong communication and collaboration skills.

Desired Skills and Experience:

• Experience with cutting edge AI Performance Monitoring instrumentation techniques.
• Experience with solving Vector Database challenges at scale, including embedding/retrieval performance and availability.
• Familiarity with various AI/LLM models and architectures with an ability to address issues like model response latency or time to first token.