Company Description
We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (18000+ experts across 38 countries, to be exact). Our work culture is dynamic and non-hierarchical. We're looking for great new colleagues. That's where you come in!
Job Description
Overview
This role provides frontline support for AI/ML solutions within the Enterprise AI platform and its broader ecosystem integrations. Responsibilities include handling support requests and incidents directly with end customers, providing prompt assistance, troubleshooting, contributing to documentation and to the continuous improvement of frontline support practices. Daily collaboration with the Enterprise AI engineering and operations teams, as well as other internal support teams, is required.
Responsibilities
● Handle support requests, incidents, and customer inquiries using runbooks, product documentation, and external vendor documentation.
● Ensure tickets are resolved within the defined Service Level Targets, escalating issues to vendors and/or upstream engineering teams when necessary.
● Contribute to product documentation and knowledge base content to promote self-service and technical enablement.
● Participate in improvement initiatives to enhance the customer experience, including creating simple automations for service or account provisioning, developing new runbooks, and submitting product improvement ideas to management.
● Keep support team runbooks updated and obtain missing information from upstream engineering teams when necessary.
Qualifications
Minimum Qualifications
● 3+ years of experience in IT systems administration in a cloud-based environment, supporting compute workloads from any major cloud providers.
● Foundational knowledge of AI/ML lifecycle concepts, including datasets, data labeling, data mapping, and model training. General understanding of the current ecosystems in the AI market is required.
● Foundational knowledge of AWS EC2/ALB, plus managing access to AWS accounts is required. Equivalent experience in other cloud platforms is acceptable.
● Working knowledge with Git, YAML, JSON, GitHub, CI/CD pipelines (GitHub Actions and Runners), Azure Entra ID (user management), and TCP/IP networking.
● Working knowledge with Bash or Python scripts is preferred, but strong proficiency in generating reliable scripts using generative AI tools is acceptable.
● Excellent customer communication skills.
● Ability to work independently or as part of a team.
● Ability to thrive in a fast-paced environment with limited supervision.
● Business-level English proficiency.
● Intermediate-level Japanese proficiency (JLPT N3 level or equivalent), sufficient to use translation tools to understand language nuances in customer requests and reply with simple but correct written Japanese.
Desirable Qualifications
● Business-level proficiency in Japanese.
● Working knowledge of AI tools such as AWS SageMaker or GCP Vertex AI.
● Working knowledge of infrastructure or process automation with CloudFormation, Terraform, REST APIs, or similar tools.
Additional Information
Working Conditions
● Working hours are 8:30 am to 5:30 pm Japan Standard Time
● On-site presence is required Tuesday to Thursday, with the option to work from home on Mondays and Fridays.
● Office desk space is provided on a first-come, first-served basis. If no desks are available, common working areas can be used.
● A company laptop with all necessary software will be provided. Mobile phones are not provided.
Key Definitions
● Hands-on experience: Direct, practical experience in real-world scenarios, actively performing tasks like configuring, troubleshooting, or maintaining the technology without requiring significant guidance.
● Working knowledge: Familiarity sufficient to use the technology effectively and independently, while leveraging documentation or guidance to address occasional knowledge gaps.
● Foundational knowledge: Essential understanding of the technology's concepts and functionality, sufficient to begin working with proper documentation and capable of eventual independence with additional hands-on exposure.
