Customer Solutions Engineer

Role Summary

We are looking for an ambitious and technical-minded engineer to join our Customer Success organization. In this role, you will be the primary post-sales technical contact for ClearML customers, ensuring smooth adoption, troubleshooting complex issues, and driving a positive customer experience. This role is ideal for individuals with foundational experience in DevOps, AI, and Machine Learning who are passionate about applying their technical knowledge in a customer-facing capacity.

What You Will Do

• Technical Support & Troubleshooting:
  Own and drive resolution for technical incidents, leveraging knowledge of MLOps, AI/ML workflows, and infrastructure (e.g., Kubernetes, Docker Compose, GPU clusters).
• Deployment and Integration:
  Provide hands-on guidance for deployment and architecture questions, particularly for complex on-prem installations.
• Customer Communication:
  Manage end-to-end customer interaction through platforms like Pylon, Slack, and email, providing regular status updates and translating complex technical details into clear, customer-friendly terms.
• Pre-Sales/POC Support:
  Collaborate with the pre-sales team by assisting in technical evaluations and Proof of Concept (POC) installations to ensure a seamless transition to the Customer Success team.
• Incident Management:
  Follow the standard incident process, providing initial technical assessment, routing issues to R&D/DevOps when necessary, and ensuring tickets are never left without an update.
• Process Improvement:
  Document root causes, resolutions, and common issues to minimize engineer context-switching, and feed insights back to product and documentation teams.

Qualifications

Required:

• 3-5 years of experience in a technical role (e.g., DevOps, MLOps, or Support Engineering).
• Foundational knowledge of Machine Learning (ML) and Artificial Intelligence (AI) concepts and workflows.
• Hands-on experience with core DevOps tools and concepts, specifically containerization (Docker) and orchestration (Kubernetes or similar tools).
• Excellent written and verbal communication skills, with the ability to manage customer sentiment and expectations effectively.
• Strong organizational and project management skills, particularly for managing complex technical incidents and customer engagements

Preferred:

• Experience with the ClearML platform or other AI Orchestration/MLOps tools.
• Familiarity with cloud environments (AWS, Azure, GCP).
• Experience with a support ticketing system (e.g., Pylon) and CRM (e.g., HubSpot).