Customer Support Engineer

Founded in 2012, H2O.ai is on a mission to democratize AI. As the world’s leading agentic AI company, H2O.ai converges Generative and Predictive AI to help enterprises and public sector agencies develop purpose-built GenAI applications on their private data. Its open-source technology is trusted by over 20,000 organizations worldwide - including more than half of the Fortune 500 - H2O.ai powers AI transformation for companies like AT&T, Commonwealth Bank of Australia, Singtel, Chipotle, Workday, Progressive Insurance, and NIH.

H2O.ai partners include Dell Technologies, Deloitte, Ernst & Young (EY), NVIDIA, Snowflake, AWS, Google Cloud Platform (GCP) and VAST. H2O.ai’s AI for Good program supports nonprofit groups, foundations, and communities in advancing education, healthcare, and environmental conservation. With a vibrant community of 2 million data scientists worldwide, H2O.ai aims to co-create valuable AI applications for all users.

H2O.ai has raised 256 million from investors, including Commonwealth Bank, NVIDIA, Goldman Sachs, Wells Fargo, Capital One, Nexus Ventures and New York Life. 

About This Opportunity

H2O.ai is at the forefront of the rapidly evolving MLOps landscape. We're leveraging MLOps to transform machine learning models from isolated, engineer-specific tools into robust, cloud-native services that are scalable and consistently available. Our approach is firmly rooted in Kubernetes, positioning our team at the cutting edge of cloud solutions.

We are looking for a Customer Support  Engineer to be part of the MLOps team supporting PST time zone that is entrusted with developing a platform for deploying machine learning models, monitoring them and provide statistical analysis on the deployed models as they are used in real-time. We are looking for individuals with a strong foundation in software engineering, a passion for cutting-edge technologies, and a drive to push the boundaries of MLOps.

This position is based in Ottawa, Canada

What You Will Do

• Engage with customers to identify and troubleshoot issues they face and answer technical questions.
• Analyze bug reports, reproduce issues, determine the root cause, and provide fixes.
• Provide design for new features focusing on the approach and patterns to solve the problem.
• Responsible for writing code along with relevant unit test cases.
• Contribute to end-to-end automated tests by ensuring that the newer changes have relevant test cases. Knowledge of Python would be beneficial in this area
• The company uses Kubernetes widely and working with Kubernetes would be an important aspect of the job.
• Review the design and code of other developers. Be engaged in the best software development practices and engage in improving the engineering efficiency of the team.
• Write Infrastructure Code using Terraform and Helm charts for any changes to infrastructure.

What We Are Looking For

• Bachelor’s or a higher education degree in Computer Science/Engineering or related field.
• Proven experience in Software Engineering with a minimum of 1 year of hands-on experience in a similar role.
• Understanding of microservices patterns and strong design skills for large scale software development projects.
• Strong knowledge of Linux operating systems, Bash, file systems, command line, logging, and Linux file permissions.
• Experience in GoLang, Python, C++, or Java (with a knowledge of Spring framework).
• At least 1 year of hands-on experience with Kubernetes and Docker.
• Knowledge of Relational Database Design.
• An understanding of Terraform and Helm.
• Hands-on experience with AWS, Azure, or GCP.
• Understanding of networking concepts and fundamentals (e.g. SSL, UDP/TCP, firewalls, and reverse proxies).
• Strong communication skills and comfortable being in a customer facing role.

How to Stand Out From the Crowd

• Experience with gRPC.
• Experience with Scala and Akka.
• Experience with Druid Database.
• Understanding of mainstream machine Machine Learning frameworks such as sklearn, pytorch and data science libraries like numpy and pandas.

Why H2O.ai?

• Market leader in total rewards
• Remote-friendly culture
• Flexible working environment
• Be part of a world-class team
• Career growth
• Base salary range: CAD 80,000 - 100,000

H2O.ai is committed to creating a diverse and inclusive culture. All qualified applicants will receive consideration for employment without regard to their race, ethnicity, religion, gender, sexual orientation, age, disability status or any other legally protected basis.

H2O.ai is an innovative AI cloud platform company, leading the mission to democratize AI for everyone. Thousands of organizations from all over the world have used our cutting-edge technology across a variety of industries. We’ve made it easy for people at all levels to generate breakthrough solutions to complex business problems and advance the discovery of new ideas and revenue streams. We push the boundaries of what is possible with artificial intelligence.

H2O.ai employs the world’s top Kaggle Grandmasters, the community of best-in-the-world machine learning practitioners and data scientists. A strong AI for Good ethos and responsible AI drive the company’s purpose.

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