Provide customer support to DataRobot AI Platform users via the SalesForce ServiceCloud ticketing system during 09:00 AM
05:00 PM JST (12 AM
8 AM UTC)
Help customers over email or Zoom/Webex meetings to facilitate issue resolution
Work with product, engineering, and data science teams to resolve customer issues
Create workarounds when standard procedures have failed and ensure issues are solved in a timely manner
Document customer issues and resolutions, create knowledge base content related to software usage
Participate in AI Support projects to develop models and tools to automate and improve customer service
Weekend Severity 1 on-call rotation
Participate in production incidents (IR) on the DataRobot MTS (SaaS) platform as an Incident Communicator
Collaborate with regional partners to resolve outstanding issues and engage the in-house Partner Enablement team to drive operational excellence.
Contribute to the design and scale agentic workflows to automate complex internal queries, while establishing a continuous feedback loop for support bot optimization and performance tuning.

Bachelor in Computer Science, Engineering, Statistics, Data Science, or equivalent.
3+ years of industry customer support experience
Hands-on experience with troubleshooting Kubernetes-based applications
Knowledge of cloud infrastructure providers (AWS, Azure, Google Cloud)
Linux administration, networking, and containerization (Docker).
Python scripting skills for automation and debugging purposes.
Experience using AI tools in daily operations and support tasks.
Excellent verbal and written communication skills to interact with technical and non-technical audiences.
Nice to have : Support experience with AI / ML enterprise applications
Understanding of AI / ML model training lifecycle
Incident management experience on SaaS platforms
Experience with Mongo, Postgres, and Redis database support and troubleshooting
Hands-on experience with SalesForce ServiceCloud.

AI Support Engineer II

Key skills