Provide technical support for the Shakudo AI & Data Platform, troubleshoot customer issues, maintain documentation, and collaborate with engineering teams to enhance customer experience.
About the Job & Shakudo
At Shakudo, we are building the world’s first operating system for data and AI. We use the term operating system in the truest sense of the word. Like iOS, Windows and Linux, Shakudo’s end-to-end OS offers ever-evolving, automatically operated, best-of-breed open-source components tailored to each business's unique needs.
As we continue to scale, we are seeking a team of Technical Support Specialists to join Shakudo on a fully remote basis. In this role, you will be responsible for providing technical support for the Shakudo AI & Data Platform across multiple time zones, focusing on delivering high-quality service to our global customer base. You will play a key role in troubleshooting technical issues, providing platform support, and collaborating with engineering teams to ensure seamless customer experiences.
What You’ll Do
- Customer Interaction & Troubleshooting: Respond promptly to customer queries related to Shakudo's AI & Data Platform, including platform setup, deployment, AI/ML workflows, data pipelines, integrations, and system performance.
- Documentation & Escalation: Maintain accurate records of customer issues and troubleshooting steps. Escalate issues to internal teams as necessary, ensuring smooth transitions and timely resolution.
- Communication & Collaboration: Provide clear, concise, and professional technical support via written communication platforms (e.g., Microsoft Teams, Slack, and Email). Collaborate with engineering and product teams to resolve recurring issues.
- Platform Areas & Technologies: Specialize in several areas of the Shakudo platform, such as platform deployment, Kubernetes, Docker, AI/ML workflows (MLflow, OpenAI, LLM tools), data pipelines, storage (Postgres, NoSQL, MinIO), integrations, and system performance monitoring (Prometheus, Grafana).
What You’ll Bring
- 1-3 years of experience in technical support, IT HelpDesk, or related customer support roles, with a strong understanding of AI, DevOps, or cloud-native technologies.
- Proficiency in troubleshooting containerized environments using Kubernetes and Docker.
- Experience with AI/ML workflows, including familiarity with frameworks like TensorFlow, PyTorch, MLflow, and tools for API integrations.
- Experience in providing technical support in cloud environments (e.g., AWS, Azure).
- Excellent written communication skills in English, with the ability to explain complex technical concepts clearly.
- Proactive approach to problem-solving and customer support, with strong attention to detail.
- Familiarity with tools like Zendesk or ServiceNow for ticketing and customer issue tracking.
- Experience in maintaining and improving technical documentation.
Schedule Shift
- 9am-5pm EST hours
Top Skills
Ai/Ml Workflows
AWS
Azure
Docker
Grafana
Kubernetes
Llm Tools
Minio
Mlflow
NoSQL
Openai
Postgres
Prometheus
Servicenow
Zendesk
Similar Jobs
Fintech • Payments • Financial Services
Provide technical support and troubleshooting for clients, manage ticketing, gather feedback for product improvement, and ensure a high-quality client experience.
Top Skills:
APIsFreshdeskPostmanProgramming/Scripting Language
Artificial Intelligence • Cloud • Sales • Security • Software • Cybersecurity • Data Privacy
The Customer Success Manager serves as a client advocate and consultant, ensuring satisfaction and helping clients utilize SailPoint's identity management solutions effectively. Responsibilities include managing relationships, providing strategic insights, and driving product adoption.
Top Skills:
GainsightIdentity Security CloudIdentityiqSalesforce
Artificial Intelligence • Fintech • Payments • Financial Services • Generative AI
As Ombudsman, you will resolve escalated customer complaints, analyze trends, ensure compliance with regulations, and improve processes focusing on customer satisfaction.
Top Skills:
Crm Systems
What you need to know about the Montreal Tech Scene
With roots dating back to 1642, Montreal is often recognized for its French-inspired architecture and cobblestone streets lined with traditional shops and cafés. But what truly sets the city apart is how it blends its rich tradition with a modern edge, reflected in its evolving skyline and fast-growing tech industry. According to economic promotion agency Montréal International, the city ranks among the top in North America to invest in artificial intelligence, making it le spot idéal for job seekers who want the best of both worlds.
Key Facts About Montreal Tech
- Number of Tech Workers: 255,000+ (2024, Tourisme Montréal)
- Major Tech Employers: SAP, Google, Microsoft, Cisco
- Key Industries: Artificial intelligence, machine learning, cybersecurity, cloud computing, web development
- Funding Landscape: $1.47 billion in venture capital funding in 2024 (BetaKit)
- Notable Investors: CIBC Innovation Banking, BDC Capital, Investissement Québec, Fonds de solidarité FTQ
- Research Centers and Universities: McGill University, Université de Montréal, Concordia University, Mila Quebec, ÉTS Montréal
