AI Platform - Customer Service Engineer

Responsibilities

• Possesses the skills required to develop long-term relationships with customers that drive loyalty, retention, and growth for the program.
• Basic understanding of AI and machine learning concepts, such as data preprocessing, model training, and deployment.
• Effective communication is crucial for a CSE working with AI products. Should be able to articulate the value proposition of their product, address customer concerns, and provide clear explanations of features and benefits.
• Able to identify and resolve complex technical problems, work collaboratively with internal teams (e.g., engineering), and escalate critical issues when necessary.
• Experience gathering insights from customers about their needs, pain points, and goals. Demonstrates the ability to use this information to develop targeted strategies for customer success, retention, and growth.
• A deep understanding of the AI product's features, functionality, and limitations. Able to explain how the product works, provide usage guidance, and identify potential areas for improvement.
• Manage changes to AI product features or workflows effectively, communicate with customers about updates, and ensure a smooth customer experience.
• Travel up to 20% of the time, as required, to perform on-site installations, maintenance, and troubleshooting activities at customer sites or data centers.

Requirements

• Current IAM Level II to satisfy DOD 8570 IAT requirement
• Cleared for a TS/SCI clearance with Counterintelligence polygraph