Cognitive AI Machine Learning 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

Responsibilities:
As a Partner Technical Advisor (PTA), you will be a key member of the Customer Service and Support (CSS) Data and AI Support Team. Your responsibilities include:
Team Readiness & Development: Ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
Case Management (Delivery Excellence): Perform case reviews and customer wellness checks, ensuring process compliance and progression of cases to resolve complex technical issues.
Managing Collaborative Activities: Mentor engineers at the delivery partner to enhance cross-team collaboration and cross-technology effectiveness.
Supportability Activities: Contribute to customer self-help and volume deflection initiatives, including producing troubleshooting guides and readiness content.
Process Improvement: Collaborate with stakeholder teams to provide product and process feedback.
Triage Meetings: Participate in Triage Meetings with Product Groups, leveraging your expertise on the product.
Escalation Point: Act as the escalation point from delivery partner engineers to Product Group teams.
Drive Initiatives: Collaborate with delivery partners to promote delivery excellence in the AI, ML, and IoT domain.
Occasionally engage directly with customers to facilitate complex technical issue resolution.

Requisitos

Requirements:
3+ years of experience in a customer-facing or support role, such as technical escalation support, product support, developer support, IT DevOps, IT Admin/support, Systems Development, or Consulting, or IT/Network Operations.
2+ years of experience with Microsoft Azure Platform (mandatory).
1+ years of experience with Microsoft Cognitive Services, including familiarity with Azure OpenAI - Nice to have;
2+ years of experience with Azure Machine Learning - nice to have
Fluency in English - Mandatory