Technical Support Engineer

Rasa

Boston, MA, USA Remote

Full-time

Customer Success

Sep 10

SUMMARY

We are looking for a Technical Support Engineer to join our team to help deliver an amazing experience to our global customers. This involves helping our highly technical customers use Rasa and deploy it to Kubernetes. You are enthusiastic about working for a small, dynamic company and motivated by solving a challenging and extensive range of very technical and less technical problems. You have exemplary communication skills and are able to maintain good customer relationships. You are keen to take on new challenges and learn new technologies and skills. You will collaborate closely with Rasa’s Engineering team to solve and address issues, while also helping to shape the product.

We're currently hiring for this role in the East Coast or Central/Mountain time, USA.

About You

You have experience with programming languages, ideally Python, strong experience with container based deployments, and have an understanding of machine learning basics. You are great at finding the root cause of a bug, when the obvious fix doesn’t work you are quick to find a workaround.

You want to gain more experience with natural language processing, applied machine learning, and putting AI systems into production.

Please keep in mind that we are describing the background we imagine would best fit the role. Even if you don’t meet all the requirements, yet you are confident that you are up for the task, we absolutely want to get to know you!

Things You Will Do

We’re a startup, so you’ll have lots of opportunity to roll up your sleeves and do whatever is required to support our mission. However, you can definitely expect to:

  • Respond to and troubleshoot customer queries reported in Zendesk
  • Perform in-depth investigations, finding ways to reproduce and diagnose customer issues
  • Take ownership of customer issues reported and see problems through to resolution
  • Diagnose and troubleshoot technical issues, including bot configurations
  • Work alongside engineering team to identify and propose solution
  • Properly escalate unresolved issues to appropriate internal team (example: engineering)
  • Advocate for the customer by passing on product feedback to the product team
  • Use your learnings from our customers to help make our product more usable and valuable
  • Contribute to develop and maintain our public-facing documentation
  • Flexibility to cover a support rotation for Holiday coverage

Requirements

  • Strong experience with container based deployments (Docker, Kubernetes, Openshift, etc.)
  • Experience working with Python or another programming language
  • Practical experience applying machine learning
  • Experience applying NLP
  • Excellent problem-solving and communication skills
  • BS degree in Information Technology, Computer Science or relevant field

WHAT YOU CAN EXPECT FROM US

  • Flexible hours and a dedicated remote budget
  • A stipend for personal development fund & 6 paid education days to help you grow within your role
  • Unlimited PTO
  • A Macbook, and other tech to help you to do your job
  • We have regular remote team events, as well as regular remote social events
  • 2 team offsites every year, when it is safe to do so again!
  • Heath benefits

About Rasa

Rasa is the leading conversational AI platform, enabling enterprises to build next-level customer experiences. Rasa's conversational AI platform allows companies to build better customer experiences by lowering costs through automation, improving customer satisfaction, and providing a scalable way to gather customer intelligence. Rasa runs in production everywhere from startups to Fortune 500s, and provides the data privacy, security, and scalability needed by enterprises of every size. Rasa is privately held, with funding from Accel, Andreessen Horowitz, and Basis Set Ventures. www.rasa.com

Rasa is an equal opportunity employer. We are still a small team and are committed to growing in an inclusive manner. We want to augment our team with talented, compassionate people irrespective of race, color, religion, national origin, sex, physical or mental disability, or age.

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