Level 1 IT Technical Support Engineer (Python)

Our mission is to build the best developer tools for machine learning. ML engineers love using our tools day to day as a core part of their workflows, and our user base is growing quickly. We're hiring a Level 1 IT Technical Support Engineer to help maintain world-class support as we grow.

We believe that the best way to build a great product is to listen to real users and follow their lead to shape our priorities and roadmap. In this role, you will work on diverse problems in a fast-moving environment, collaborate cross-functionally with our team to support our users and help shape our product.

Your main goal will be to quickly get answers to all user messages. Customers write in with highly technical questions, suggestions, or bug reports, and we need to give them timely responses to fulfill SLAs. In this role, you will act as the face of the company and the first line of support in North American Time Zones. Ideally, we're looking for someone with technical skills who would like to support our customer base.

Our platform is an essential piece of the daily work for machine learning engineers, from academic research institutions to massive enterprise teams including iRobot, Samsung, NVIDIA, Salesforce, GitHub, Blue Cross, Lyft, and more.

• Quickly respond to all inbound support requests including email, live chat and community forums
• Triage bugs and requests based on customer type and severity of issue
• Track inbound and outbound responses to ensure contact SLAs are being met
• Maintain a fast response time for entire user base
• Collaborate with the engineering and product team when troubleshooting issues and providing feedback on features
• Recognize trends in user messages to help identify areas of improvement in internal or external documentation
• Learn the company's  product features and build up knowledge base to resolve issues on your own

• 2+ Programming experience, from either an engineering role, a computer science degree, or personal projects
• Strong Python experience - (Must have)
• Experience in machine learning algorithms
• Experience with object oriented programming, basic software development skills, basic unix commands, etc.
• Experience using any of the following: Keras, Tensorboard, Tensorflow, Pytorch, Pytorch Lightning, Jupyter notebooks, colabs, matplotlib and other ML frameworks and tools
• A passion for connecting with real users and enabling them to be power users of the product
• Good organization of assigned requests to oversee timely followup for every message
• Work autonomously in a self-directed environment
• Proactively find ways to improve processes and collaborate internally
• Have worked in a small stage startup previously
• Customer service experience in a technical SaaS environment
• Experience in frontend/backend frameworks

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.