Customer Support Engineer

About the role

The Customer Engineer will play a crucial role in the customers' post-sale journey - helping them to onboard, adopt and grow on Anyscale, troubleshooting and resolving open customer tickets and driving consumption.

Anyscale is an ever-evolving platform and hence will require close coordination with our engineering teams to debug complex issues. This is an exciting role for those who are technically curious and passionate about ML/AI, LLM, vLLM and the role of AI in next-generation applications.

This is an opportunity to make a significant impact in a collaborative, fast-paced environment while building a new segment in this space.

In this role, you’ll be able to:

• Resolve customer issues and help in their successful adoption of Anyscale platform
• Be a technical advisor, and internal champion for our key customers
• Own customer issues end-to-end, from troubleshooting, triaging, escalations and eventual resolution
• Participate in our follow-the-sun customer support model to ensure continuity in resolving high-priority tickets
• Keep track of open customer bugs and feature requests to influence prioritization and provide timely customer updates upon resolution
• Contribute towards improvement of internal tools and documentation of playbooks, guides and best practices etc. based on observed patterns
• Habitually provide feedback and collaborate cross-functionally with product and engineering teams to address customer issues with a focus on improving the product experience
• Build and maintain strong relationships with technical stakeholders within customer accounts

Qualifications

• 7+ years of experience in a Machine Learning or Cloud Infrastructure role in a dynamic, fast-paced, startup-like environment
• Strong organizational skills and ability to manage multiple customer needs simultaneously
• Proficient at developing data pipelines for training, fine-tuning and inference/serving of LLMs
• Experience running and optimizing infrastructure for distributed ML workloads on the major cloud platforms (AWS/EKS, GCP/GKE or Azure/AKS)
• Excellent communication and interpersonal skills
• Strong sense of ownership, self-motivation and eagerness to acquire new skills and do new things
• Willingness to up-level the knowledge and skills of your peers through mentorship, trainings and shadowing

Experience with Ray, Knowledge of MLOps platforms, Knowledge of container orchestration platforms (e.g., Kubernetes), infrastructure as code (e.g. Terraform), CI/CD tools (e.g. Github Actions) are considered a plus.

Benefits

Anyscale Inc. is an Equal Opportunity Employer. Candidates are evaluated without regard to age, race, color, religion, sex, disability, national origin, sexual orientation, veteran status, or any other characteristic protected by federal or state law. Anyscale Inc. is an E-Verify company and you may review the Notice of E-Verify Participation and the Right to Work posters in English and Spanish.