H2O.ai is the open source leader in AI with a mission to democratize AI for everyone. H2O.ai is transforming the use of AI with software with its category-creating visionary open source machine learning platform, H2O. More than 18,000 companies use open-source H2O in mission-critical use cases for Finance, Insurance, Healthcare, Retail, Telco, Sales and Marketing. H2O Driverless AI uses "AI to do AI" in order to provide an easier, faster and cost-effective means of implementing data science. H2O.ai partners with leading technology companies such as NVIDIA, IBM, AWS, Intel, Microsoft Azure and Google Cloud Platform and is proud of its growing customer base which includes Capital One, Progressive Insurance, Comcast, Walgreens and MarketAxess. For more information and to learn more about how H2O.ai is driving an AI Transformation, visit www.h2o.ai.
A Sustaining Engineer works directly with customers helping to troubleshoot issues, problems and resolve customer dissatisfaction. Engages closely with customers and internal product engineering organization to come up with solutions, work arounds, product feature/bug requests and makes sure the customer issues are resolved in a timely manner abiding by different SAL rules. Document detailed information about every call incident with prompt analysis of probable cause and assessment of severity and priority, while remotely diagnosing underlying causes to customer problems to resolutions.
A Sustaining Engineer also proactively analyzes a customer support operations and provides recommendations on ways to improve productivity and customer satisfaction levels. Using various data such as customer satisfaction reports, surveys and complaint logs, Customer Support Analysts are able to develop strategies and techniques to enhance the service effectiveness and customer happiness.
Responsibilities and Duties
Help clients identify and resolve problems, provide guidance and help those customers achieve their desired result.
Engage in proactive and independent self-study to develop knowledge of the software package and associated business understanding.
Understand, troubleshoot, analyze and resolve software issues reported to Customer Support by customers.
Prioritize tasks and accurately document the nature of the reported problem.
Read, analyze, and comprehend functional documentation.
Ability to work with Data Science, Machine Learning, BigData Hadoop technologies.
Provide an outstanding customer experience at all time and be the customer's advocate by representing their needs and concerns.
Build strong relationships with both customers and product engineering organization to help make every customer experience positive.
Staying calm under pressure and having wonderful customer service skills are also important. Ability to work well with minimal supervision and be highly organized.
Onboard new customers and provide training when needed. Train new customer service representatives on ways to improve customer satisfaction
Manage incoming calls and reply to the requests by phone and/or email
Consistently deliver high quality customer support that reflects industry best practices ensuring company published support SLAs are met/exceeded
This is a full time position at 40 hours per week Monday through Friday, with occasional weekend work as needed. This is determined based on a rotational schedule within the department.
Qualifications and Skills
Understanding of Data Science, Machine Learning concepts, algorithms etc.,
Understanding of H2O.ai products like H2O Core, SparklingWater, Steam and Driverless AI would be ideal.
Programming and troubleshooting knowledge with Python, R, Java. Ability to debug production issues across services and multiple levels of the stack
Experience with Customer Relationship Management Systems, Salesforce, Zendesk, FreshDesk, JIRA, SharePoint is a plus.
Effective written and verbal communications with all levels of an organization internally and externally.
Must thrive in a fast-paced, time-compressed and dynamic environment.
Knowledge of customer service practices and Understand the importance of customer success and relations.
Knowledge of Microsoft Azure Cloud stack, AWS Cloud stack, Google Cloud Stack
Exposure to Data Science and Machine Learning Concepts, working experience with H2O products would be ideal.
Benefits and Perks
Modern office in Mountain View, CA with floor-to-ceiling windows & natural light.
Lunch and dinner catered every day.
Flexible work hours and time off.
Get paid to work on open source software!
H2O.ai is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, sexual orientation, gender identity, disability or veteran status.
This position is located in multiple locations such as the US and Europe.