Ocient

Customer Support

• Support both On-Premise solutions (Physical & Cloud) and Ocient managed customer solutions in a Linux/Unix Environment.
• Perform the administration and monitoring of Ocient Managed Database Solutions.
• Contribute to a customer-facing knowledge base.
• Create and maintain documentation for all major installations and implementations.
• SQL/Query Performance Troubleshooting and Tuning.
• Leverage strong technical skills and equally strong customer service skills to assist customers through diagnosis and resolution of complex problems in a distributed system environment.
• Respond to customer questions regarding technical solutions through phone calls, help tickets, and email On-call support rotations.
• Effectively manage multiple issues while providing timely responses and meeting Service Level objectives.
• Access data center (remotely) in diagnosing customer issues.
• Assist in the onboarding, training, installation, and buildout of customer deployments.
• Provide product feedback to the engineering team for continuous improvement of the product.
• Work directly with customers and represent Ocient with a positive attitude.
• Represent key customers' issues, needs, and business goals.
• Develop a strong understanding of the Ocient product.
• Provide detailed Root Cause Analysis and Corrective Action Plans.
• Issue reproductions, fix, and workaround validation.
• Aid in customer and internal support process and tooling evolution.
• Create tools to be used by support professionals and customers in day-to-day activity.
• Communicate quality & product trends to internal organizations.
• Improve customer support-related processes, procedures, and policies.

Senior Customer Support Specialist – Customer Operations

Machine Learning Engineer

• Design and implement machine learning features used in production customer workflows.
• Help identify and close feature and behavior gaps between our ML capabilities and common frameworks (e.g., Spark ML, scikit-learn).
• Proactively evaluate semantic differences, defaults, and edge cases that could surprise customers.
• Partner with product, architects, and customer-facing teams to anticipate upcoming customer needs and gaps.
• Investigate and resolve issues where ML behavior diverges from user expectations (e.g., model output, metrics, configuration semantics).
• Contribute to other ML initiatives including new models, metrics, performance improvements, and infrastructure work.
• Analyze and improve the performance of existing ML code, balancing correctness and stability with customer facing latency.
• Write clear design docs, tests, and documentation to make behavior explicit and prevent regressions.

Senior Customer Support Specialist – Customer Operations

Senior Software Engineer – Machine Learning, Geospatial