Technical Support Engineer

Experience engaging with end users and clients through a live chat or screenshare, providing technical and usage support for questions of varying difficulty
Experience working with at least one type of relational database and SQL
Ability to debug and read customer code (Python, SQL)
Experience with python scripting and REST APIs
Working knowledge of various cloud technologies (AWS, Azure, GCP, etc.)
Genuinely enjoy helping others and good at interpreting their requests
Familiar with providing customer support in a SaaS/PaaS or fully managed context.
Excellent problem-solving and analytical skills with an aptitude for learning new technologies
Ability to be autonomous, resourceful, and a proactive self-starter, while also remaining process-oriented and a team player

Provide a best-in-class customer experience by providing accurate and timely responses, both in a live chat format and through traditional support channels
Manage and resolve a variety of issues from advanced usage to technical issues
Triage inbound conversations and reroute to other teams other as necessary
Act as a liaison between our customers and other Dataiku teams (such as Engineering, Sales, Customer Success, etc.) to help deliver a fast and efficient resolution to issues or questions that have been raised by our end users
Improve efficiencies by documenting new support processes and best practices
Actively contribute to our Dataiku Community by engaging with end users, providing technical guidance, and answering questions about the product

At least 3-4 years of experience in a client-facing technical role (e.g. support engineer, CSE, TAM, etc.), ideally involving a fully-managed SaaS offering
Demonstrated experience working with and supporting advanced analytics, BI, or data science tools