Serve as the first responder to all post-sales customer issues via ticketing (Pylon) and Slack, triaging and resolving Tier 1 and Tier 2 issues independently.
Diagnose runtime issues related to latency, memory behavior, GPU utilization, concurrency, and model lifecycle management.
Debug infrastructure problems across Kubernetes (pods, controllers), networking, observability, and alerting systems.
Pull logs, read error traces, and correlate signals across Grafana, Loki, and Prometheus to pinpoint root causes — even when the real issue is buried layers deep.
Lead incident response during outages and escalations, coordinating across Product, SRE, Sales, and Engineering.
Own customer communication through resolution — even when the fix is handed off to SRE or Infra — including delivering root-cause analyses after every P0/P1.
Escalate to SRE/ other engineering teams with structured context (customer, affected models, what you've already ruled out, specific ask) so nothing gets lost in translation.
Drive post-incident alerting reviews: why did the customer find this before we did, and what instrumentation or process change prevents it next time?
Serve as the technical owner for top enterprise accounts with strict SLAs and high responsiveness expectations.
Set up and maintain proactive monitoring and alerts for all customer production models within 24 hours of handoff from SA(Solution Architect).
Drive the QBR process and proactive reengagement for expansion opportunities.
Track recurring failure patterns across accounts and push for durable fixes — not just incident closure.
Monitor internal feedback channels and route product-level issues to the right teams.
Own the SA-to-CE handoff for new customers: validate architecture, confirm production-readiness milestones, and establish escalation paths.
Maintain and improve runbooks, knowledge bases, and diagnostic best practices so the team scales with the customer base.
Translate user feedback into roadmap signals, documentation improvements, and product enhancements.
Coordinate end-to-end on projects spanning feature requests, new deployments, and operational debugging — scoping, execution, communication, and stakeholder alignment.

Requirements

Deep Kubernetes troubleshooting expertise, including resource debugging, pod/runtime analysis, and log-based diagnostics with observability tooling (Grafana, Loki, Prometheus).
Strong infrastructure debugging across container orchestration, networking, and service dependencies, with hands-on production cluster experience.
Experience managing high-severity incidents with major customers — SLAs, war rooms, post-incident reviews, and clear executive-level communication throughout.
Proven project management skills with an ownership mindset: you can run multiple complex, multi-stakeholder initiatives in parallel without dropping threads.
Ability to translate recurring technical pain points into roadmap-level insights and product improvements.
Strong communication skills and executive presence during high-visibility situations, ensuring both technical clarity and customer confidence.
3+ years of experience in a fast-paced, high-growth, or customer-facing engineering environment.

Benefits

Competitive compensation, including meaningful equity.
100% coverage of medical, dental, and vision insurance for employee and dependents
Generous PTO policy including company wide Winter Break (our offices are closed from Christmas Eve to New Year's Day!)
Paid parental leave
Company-facilitated 401(k)
Exposure to a variety of ML startups, offering unparalleled learning and networking opportunities.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Kubernetestroubleshootingresource debuggingpod analysislog-based diagnosticsobservability toolingincident managementproject managementmonitoringalerting

Soft Skills

communicationexecutive presenceownership mindsetstakeholder alignmentcustomer confidenceproblem-solvingincident response leadershipfeedback translationmulti-stakeholder initiative managementtechnical clarity