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Support AI/ML Engineer

InfluxData

InfluxData

Software Engineering, Customer Service, Data Science
United States · Remote
Posted on Wednesday, May 8, 2024

InfluxData is the creator of InfluxDB, the leading time series platform used to collect, store, and analyze all time series data at any scale. Developers can query and analyze their time-stamped data in real-time to discover, interpret, and share new insights to gain a competitive edge. InfluxData is a remote-first company with a globally distributed workforce. For more information, visit www.influxdata.com.

InfluxData is hiring a Support AI/ML engineer responsible for helping our Support Team automate the support function by creating an LLM for the most common questions we get. This role also focuses on supporting a large strategic customer who has built an integrated service on InfluxData. The ideal candidate is an exceptional communicator, has the technical depth to understand how our customers use our products day to day and is obsessed with positive customer outcomes.

The application window will be open until at least July 5, 2024. This opportunity will remain online based on business needs which may be before or after the specified date.

Responsibilities:

  • Create a pilot using AI for how we can potentially automate frequently submitted Support Cases

  • Problem-solve complex customer cases by debugging and troubleshooting. Work with Customer and other functional teams to get to root cause

  • Advocate for customers by understanding systemic requests and prioritizing within the engineering and product management teams.

  • Ensure customers are fully adopting and expanding utilization of the InfluxData Platform by correctly onboarding early customers.

  • Enhance support capabilities by documenting customer environments, plans, and modifications.

  • Guide customers during the adoption of new features or transitions to updated versions.

  • Identify potential customer requirements to increase their value and adoption of the InfluxData platform.

  • Collaborate across internal teams during account escalations, assess customer technical risks, collaborate on mitigation plans, and coordinate technical escalations with R&D and support teams.

  • Host recurring customer sync sessions, reviewing the customers' tactical and strategic objectives.

  • Assist with internal projects that may provide value to TAM customers.

What you bring to the team

  • Technical depth on adopting InfluxDB and how to leverage it from a best practice perspective

  • ML/AI capabilities to allow for testing early automation of Support Tickets that are Tier

  • 2-5 years of industry experience as a Data Scientist/AI | Machine Learning engineer preferred

  • Excellent written and verbal communication skills in English.

  • Superior verbal and written communication and presentation skills with the ability to convey rigorous mathematical concepts to non-experts.

  • A minimum of 3 years of experience in customer-facing technical work, such as support, development, engineering, etc.

  • Experience with tools, frameworks, and platforms such as AWS SageMaker, Bedrock, RAG, Apache Airflow, TensorFlow, or PyTorch is a plus.

  • Experience working with large-scale datasets and distributed computing frameworks for processing and analyzing big data in AI applications

  • Proficient in at least one scripting language (Java, Python, C++, Bash, etc.).

  • Proficient knowledge of AI concepts such as natural language processing (NLP), computer vision, and reinforcement learning is essential.

  • Knowledge of visualizations using tools like Tableau, Power BI, or D3.js is a plus.

  • Experience working with RESTful APIs.

  • Knowledge of container orchestration tools like Kubernetes or Docker Compose

  • Understanding of data modeling techniques specifically designed for time series data, such as hierarchical storage and compaction.

  • Familiarity with TSDB systems and the ability to design, implement, and optimize database schema

We offer fantastic benefits for full time employees; in the US these include:

  • Medical/dental/vision insurance with 100% coverage for employees and dependents

  • Company contribution to your FSA

  • Flexible Time Off - take the time you need

  • Life Insurance, short and long term disability insurance

  • 401k

  • Wellness programs

  • Annual professional development budget

  • Financial planning and legal advice

Our Core Values

Our employees are the heart of the company and only by having a core set of beliefs and values will we be successful. We hire and live by these core values:

  • We value each other

  • We get stuff done

  • We believe humility drives learning

  • We embrace failure

  • We are committed to open source

Visit our careers page to learn more about working at InfluxData.

InfluxData is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other categories protected by applicable law.

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If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access this website to apply for a vacancy as a result of your disability. You can request reasonable accommodations by reach out to the recruiting team by emailing apply@influxdata.com.

InfluxData does not accept unsolicited resumes from headhunters and recruitment agencies through our website, job board or directly to employees. InfluxData will not pay fees to any third-party agency, headhunter or company that does not have a signed agreement for this position in place.

Beware of job scams and fraudulent offers! Our recruiters use @influxdata.com email addresses exclusively. We do not conduct interviews via text or instant message and we do not ask candidates to download software other than Zoom, to purchase equipment through us, or to provide sensitive personally identifiable information such as bank accounts or social security numbers. If you have been contacted by someone claiming to be from InfluxData from a different domain about a job offer, please report it as potential job fraud to law enforcement and to jobs@influxdata.com.