Senior Customer Technical Support Engineer at Intuition Machines

Requirements

Several years of experience as a Support Engineer for advanced Software Products / Platforms
Web Frontend Development experience with web pages development background is a substantial plus
SQL knowledge is a substantial plus for interacting with our technology stack
Working knowledge and hands-on experience with Python, JavaScript programming languages is a huge plus
Strong analytical thinking and eager to learn new technologies
Prior experience with ticket management platforms automation / playbooks / scripting is a huge plus
Excellent interpersonal, influencing skills, interacting appropriately with colleagues of many technical skill levels, remaining calm and courteous while working in a high-stress situation to resolve incidents.
A self-starter with an organized and methodical approach to problem solving through attention to detail and a proven ability to build relationships with internal and external, technical and non-technical stakeholders.
A fast learner with an inherent ability to understand complex technology solutions and communicate the impact of incidents in both Technology and business terms.
Remaining calm and courteous while working in a dynamic situation to resolve incidents.
A self-starter with an organized and methodical approach to problem solving through attention to detail
Excellent English written and oral communication skills are a must
Bachelor’s degree in Computer Science or equivalent is a plus

Scope of Work

You will perform an initial triage of the reported issue and carry out the investigation and restoration
Based on requirements, you will further escalate the issues to higher levels of Support - Engineering and Security
You will be responsible for the restoration of advanced issues related to our Enterprise Cybersecurity services offering
You will be responsible for effective communication of incident management progress affecting our customers
You will be an ambassador for our Customer Support function and will identify and maintain key relationships with internal and external stakeholders
In the event of an outage or service disruption, you will coordinate the recovery of our Services by leading and coordinating cross-functional global technology teams
You will act as the single point of contact to key senior stakeholders including business and technology leadership as well as external partners and customer facing groups
You will play an integral part in developing our enterprise-wide Service Assurance capability through driving and aligning operational best practices across the technology organization
You will ensure meeting our excellence goals on a constant basis and identify continual process improvements opportunities
You will enhance the internal documentation, processes and automation to take our Operations to the next level
Guide and Support our Tier 1 Customer Support Team with the process and assist them whenever needed

Benefits

Inspiring work environment with great, competent and humble colleagues
Exposure to bleeding edge technology stack, including cloud, security and machine learning
Work with one of the most innovative bot management platforms in the world
Fully remote work, 100% from anywhere in the world #LI-Remote
Rolling contract with competitive salary

About Intuition Machines

We provide machine learning products and services at scale to some of the largest companies in the world. Focus on meta-learning and visual domain ML.
Intuition Machines has decades of software and ML expertise. We build and operate massively scalable systems to tackle some of today's hardest problems.