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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.
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
- 9am-5pm EST hours
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.
What you need to know about the Belfast Tech Scene
If asked to name the birthplace of the RMS Titanic, you might not say Belfast. Similarly, if asked to name Europe's leading destination for foreign direct investment in new software development, Belfast might not come to mind. Yet, both are true. The city has emerged as a tech powerhouse, recently ranked among the best in the U.K. for tech careers — especially for software developers. It also leads the U.K. with the highest percentage of software development jobs advertised.
