Technical Support Engineer

Conundrum is a leading provider of Industrial AI software accelerating digital transformation for metal, mining and steel industries.The Conundrum Platform provides a comprehensive toolset to build more efficient and cost-effective enterprise-scale industrial AI applications. Conundrum offers an open, data-driven AI architecture that dramatically simplifies data science and application development, at the same time increasing sustainability and decreasing environmental impact for companies.

What you will do:

• Act as a senior agent who will drive customer satisfaction through customer support;

• Support and maintenance of Conundrum AI platform, its components and optimisation solutions (ML applications);

• Sort out the common problems from customers regarding software usage and operation via email, phone or in-field support.

• Report complex problems to R&D teams for analysis and resolution

• Taking part in an on-call support rotation

• Build relevant documentation (technical, check lists, FAQs, customer instructions, etc.);

• Conduct Customer training programs;

• On a continuous basis collect customer feedback, contribute development ideas into the product development roadmap;

Job Requirements:

• 3+ years support experience of web/server-side applications

• Problem-solving skills and ability to work under pressure

• Experience troubleshooting customer issues and reading/debugging logs/code

• Good knowledge of logging systems and modern monitoring solutions (ELK, Solr, Prometheus, Grafana)

• Hands on experience with relational and noSQL databases (PostgreSQL, Clickhouse,Minio, Kafka);

• Knowledge of system/network administration of Linux/Unix systems.

• Understanding of software development life cycle and methodologies;

• Experience with coding in languages (e.g., Python or Java)

• Proficiency in English, both oral and written

• Good attitude towards travel – business trips to the sites up to 20% time

Nice to have:

• Experience in leading a service and support focused team;

• Python for data science as an advantage;

• Knowledge of ML/DL frameworks (Scikit, PyData stack, Tensorflow, PyTorch, etc.);

• Experience with Kubernetes and Docker

• Understanding of relevant industries or any experience with industrial control systems;

• Expertise in industrial AI;