About the Job & Shakudo
At Shakudo, we are building the world’s first operating system for data and AI.
We use the term operating system in the truest sense of the word. Like iOS,
Windows and Linux, Shakudo’s end-to-end OS offers ever-evolving, automatically
operated, best-of-breed open-source components tailored to each business's
unique needs.
As we continue to scale, we are seeking a team of Technical Support Specialists
to join Shakudo on a fully remote basis. In this role, you will be responsible
for providing technical support for the Shakudo AI & Data Platform across
multiple time zones, focusing on delivering high-quality service to our global
customer base. You will play a key role in troubleshooting technical issues,
providing platform support, and collaborating with engineering teams to ensure
seamless customer experiences.
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What You’ll Do
- Customer Interaction & Troubleshooting: Respond promptly to customer queries
related to Shakudo's AI & Data Platform, including platform setup,
deployment, AI/ML workflows, data pipelines, integrations, and system
performance.
- Documentation & Escalation: Maintain accurate records of customer issues and
troubleshooting steps. Escalate issues to internal teams as necessary,
ensuring smooth transitions and timely resolution.
- Communication & Collaboration: Provide clear, concise, and professional
technical support via written communication platforms (e.g., Microsoft Teams,
Slack, and Email). Collaborate with engineering and product teams to resolve
recurring issues.
- Platform Areas & Technologies: Specialize in several areas of the Shakudo
platform, such as platform deployment, Kubernetes, Docker, AI/ML workflows
(MLflow, OpenAI, LLM tools), data pipelines, storage (Postgres, NoSQL,
MinIO), integrations, and system performance monitoring (Prometheus,
Grafana).
What You’ll Bring
- 1-3 years of experience in technical support, IT HelpDesk, or related
customer support roles, with a strong understanding of AI, DevOps, or
cloud-native technologies.
- Proficiency in troubleshooting containerized environments using Kubernetes
and Docker.
- Experience with AI/ML workflows, including familiarity with frameworks like
TensorFlow, PyTorch, MLflow, and tools for API integrations.
- Experience in providing technical support in cloud environments (e.g., AWS,
Azure).
- Excellent written communication skills in English, with the ability to
explain complex technical concepts clearly.
- Proactive approach to problem-solving and customer support, with strong
attention to detail.
- Familiarity with tools like Zendesk or ServiceNow for ticketing and customer
issue tracking.
- Experience in maintaining and improving technical documentation.
Schedule Shift
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Shakudo is an equal opportunity employer and encourages candidates of all
backgrounds to apply. We foster diversity and inclusivity and welcome
applications from a broad range of backgrounds and experiences.
