Cognitive AI Technical Support Engineer

Descrição da empresa

A KWAN é uma empresa especializada em seleção e alocação de profissionais de IT em projetos tecnológicos. Foca-se em fazer a melhor correspondência possível e o posterior acompanhamento destes profissionais, de forma a maximizar a sua realização profissional e retenção, e assim, ajudar a construir um Futuro Brilhante. (edited)

Atividades e Responsabilidades

As an Embedded Escalation Engineer (EEE), you will be a vital part of the Customer Service and Support (CSS) Data and AI Support Engineering Team. Your responsibilities include:
Leading engineering investigations to ensure quick issue resolution and improve customer experiences.
Building solutions, creating tools, and automating issue detection to enable self-resolution by customers or support teams.
Identifying emerging trends and recurring escalation scenarios to drive engineering opportunities.
Contributing to product improvements by filing impactful bugs and design change requests.
Serving as a trusted advisor to the Microsoft Azure engineering team and influencing in-market solutions.
Collaborating with engineering leadership for strategic discussions and driving thought leadership in Azure Diagnostics/UDE tools creation.
Adapting to challenging situations, exhibiting flexibility, and managing ambiguity.
Communicating issues and recommendations clearly and building relationships with key influencers.
What You Will Do:
Work directly with our Cognitive Services (Azure OpenAI) & IoT Product Group to provide world-class engineering support.
Perform complex product debugging and remediation when needed.
Apply code skills to efficiently resolve support issues.
Identify and mitigate emerging trends and escalation scenarios.
Provide periodic on-call rotation service as the primary response to service escalations

Requisitos

Requirements:
3+ years of experience in a customer-facing or support role.
2+ years of experience in Microsoft Azure, Cloud Computing, or Cognitive Services (Azure OpenAI) & IoT services.
Familiarity with development tools, languages, and troubleshooting.
Development/coding experience with C#, JAVA, .NET, PowerShell, or similar.
Superior problem-solving and troubleshooting skills.
Experience in a Tier 2/3 environment.
BS in computer science or engineering or equivalent industry experience.
Ability to meet security screening requirements.
Leadership in handling technically challenging situations.
Strong communication skills.
Ability to drive meetings and discussions remotely.
Skill in developing and nurturing relationships.
Collaboration within virtual teams.
Ability to prioritize core responsibilities.
Fluent in English