Principal SW QA Engineer, SSL
Gigamon
CloudFirewallsPythonTCP/IPUnix
Support Engineer
Roboflow
full-time
Posted on:
Origin: • 🇺🇸 United States • California, New York
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
CloudFirewallsLinuxOpen SourcePython
About the role
- Act as a consultative technical advisor and proactive problem-solver for enterprise customers of Roboflow’s computer vision platform
- Participate in Support’s on-call rotation and ensure technical customer issues are serviced to contractual SLA and managed to resolution
- Troubleshoot cross‑stack issues spanning customer data, cloud infra, network connectivity, and model inference on diverse hardware
- Create technical content: documentation, videos, knowledge base articles, and internal runbooks
- Grow customer relationships through trusted technical advice and continuity across the customer journey
- Collaborate with Sales, Solutions Architects & Implementation Engineers to ensure continuity across the customer journey
- Coordinate with field and product teams to inform product roadmaps and strategic technical decisions
- Stay current with product features and releases and be an active participant in evolving support processes, tooling, and knowledge
- Identify latch-lifter opportunities to unlock deeper platform adoption and expansion
Requirements
- 5+yrs experience with Linux & Networking Fundamentals (VPN, SSH, firewalls)
- Proficiency in scripting using Bash and Python
- Cross-Stack Troubleshooting: diagnose issues across data input, cloud infrastructure, network connectivity, and model inference performance
- Knowledge of Computer Vision & ML pipeline practices to diagnose issues across data, training, and edge deployments (e.g., Nvidia Jetson)
- Participate in Support’s on-call rotation
- Contextual problem solving and active listening to understand customer business context
- Manage a diverse portfolio of customer accounts and prioritize based on impact and urgency
- Ability to build trust and strong customer relationships under pressure
- Ability to translate complex technical issues and communicate with stakeholders
- Manage business-critical technical issues and coordinate between customer and internal teams
- Identify upsell and platform expansion opportunities
- Proactive knowledge sharing: document solutions, create runbooks, and contribute to knowledge bases
- Contribute to process and tooling evolution, root cause analysis, and preventative measures
- Bonus: Experience with Roboflow Stack
- Bonus: Edge device & camera integration experience (webcams, Nvidia Jetson, Raspberry Pi)
- Bonus: Technical consulting, Professional Services, Pre-Sales engineering, or Solutions Architecture experience
- Bonus: Ability to connect technical solutions to tangible business value
