Senior Technical Support Engineer

The Role

As a Senior Technical Support Engineer at Striveworks you’ll be challenged—and trusted—on day one to be a core contributor to the direction of the company.

Striveworks is a cutting-edge software startup that provides companies with tools to build and support machine learning models at scale. Our team is composed of experts in machine learning, software development, and cloud as well as on-prem infrastructure. We are committed to helping both government and commercial organizations harness the power of AI.

We are seeking an experienced Senior Support Engineer to join our growing team. This person will be responsible for leading all aspects of the technical support process, tools, and team to ensure that issues impacting customers are addressed in a timely manner. This role will require a strong technical background and the ability to troubleshoot problems across different aspects of the software stack including frontend applications, backend services, APIs, SDK, and machine learning pipelines.

The anticipated base pay range for this position is $150,000–$190,000/year. Striveworks’ total compensation package includes a competitive base salary, annual performance-based equity grants, and a lucrative yearly cash bonus.

This position offers a fully remote work environment, or you can work hybrid/onsite at our office in northwest Austin, TX.

The Right Fit

We spend a lot of time during our hiring process talking about shared values. 

Why? We passionately believe that fostering an environment where people can self-actualize and pursue greatness is the best way to achieve our individual and collective goals. 

What does this mean for you? We want to provide you with the conditions to thrive in an environment where you can achieve your goals, where you know the team shares your goals, and where you make and accept decisions for the team with humility. At Striveworks, we want your say/do ratio to be 1 and to know that being part of a top-tier team means that there is no smartest person in the room. If that makes sense, we’re already on the same page.

What you’ll own and do:

• Work directly with customers and customer-facing teams to ensure timely resolution of product issues
• Lead and manage the evolution of our technical support team
• Drive the continuous improvement of our support process and customer experience by identifying areas for improvement and implementing changes
• Troubleshoot issues across the entire software stack, including frontend applications, backend services, APIs, SDK, and machine learning pipelines
• Work closely with the development team to identify and resolve product issues, and to provide input on product improvements
• Develop and maintain documentation for technical support processes and procedures
• Continuously improve the support process Monitor support metrics and provide regular reports to management on support team performance

What we’re looking for:

• 6+ years relevant experience
• Strong technical skills and experience troubleshooting complex software systems
• Experience with machine learning technologies is a huge plus (but not required)
• Strong communication skills and ability to work effectively with customers, developers, and other stakeholders
• Experience with JIRA or other issue tracking systems
• Driven, self-directed personality
• Strong sense of mission and commitment to making a difference
• Eligible to work in the US without sponsorship (e.g. Permanent Resident, U.S. Citizen)
• Bachelor's or Master's degree in computer science, software engineering, or a related field

• Top-of-market salary and total compensation
• Generous equity plan
• Health/vision/dental insurance
• Flexible PTO
• Childcare leave

The world has looked to data analytics to bridge the gap between floods of data and the struggle to use that data effectively to make timely, impactful decisions. Today, most organizations are awash in analytics that “aren’t quite right”—models that were developed too generally, or too slowly, to be effective in dynamic, fast-paced environments. Striveworks is simplifying ModelOps with a powerful and extensible platform that instantiates the data analytic process as code. 

Striveworks is trusted by leading Fortune 500 firms as well as leaders in the public sector as a primary solution for managing model development, monitoring, and governance—and ensuring those models solve the real challenges their organizations face.

Striveworks’ Chariot platform enables users to turn their own production data into models and turn models into production systems. Uniquely, as you train, test, deploy, and use models, our lineage system enables you to track not only the “upstream” provenance of model and data sources, but also the “downstream” usage of the resultant model inferences. Combining this with a principled experience for data and model development, Chariot gives our customers in highly regulated industries an unmatched governance solution over the top of a performant ModelOps platform. 

Striveworks is an Equal Opportunity Employer and does not discriminate in employment on the basis of race, color, religion, belief, sex (including pregnancy and gender identity or expression), national origin, social or ethnic origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. Striveworks will not tolerate discrimination or harassment of any kind.

If you require assistance or a reasonable accommodation in the application process, please contact Operations at [email protected]

Striveworks is a participating employer in the E-Verify program.