Foundry Support Operations Engineer

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Job Role- FOUNDRY SUPPORT OPERATIONS ENGINEER

Fully Remote

6 Months+

Notes: Candidates need to have some experience with code, but DO NOT need to be very strong debugging/reading/writing code in this role

Job Responsibilities

• Handle customer inquiries through our ticketing system to maximize the outcomes of our deployed products and workflows across all commercial customers from small-scale start-ups to large enterprises.

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• Collaborate with product engineers, implementation teams and other enablement engineers to root cause and fix problems.
• Identify and resolve technical issues by reproducing client-reported problems and employing a systematic approach to troubleshooting
• Develop a deep understanding of Foundry applications
• Keep Foundry training materials updated with latest product changes.
• Operate and build tooling and infrastructure to scale customer enablement.

ESSENTIAL SKILLS

• Strong operational skills: Proven ability to manage high-volume workflows with attention to detail and systematic prioritization
• Enablement mindset: Genuine passion for driving and improving customer support operations and maintaining training materials.
• Learning & Growth: Ability and willingness to quickly familiarize oneself with Foundry & AIP and project-specific workflows.

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• Independence: Ability to work independently, making decisions with minimal supervision.
• Communication: Excellent English writing and communication skills, with the ability to engage with both technical and non-technical users on complex, sensitive topics.
• Adaptive: Comfort in navigating a fast-paced environment with dynamic objectives and user iteration.

WHAT WE VALUE

• Experience providing customer support, including troubleshooting and debugging issues, preferably on complex, technical software platforms.
• Experience working with analytical software platforms, using large-scale data to solve valuable business problems, in any industry or subject area.
• Track record of improving support processes and scaling operations
• Proficiency with SQL, PySpark, Java, TypeScript/JavaScript, or similar
• Background in Computer Science, Engineering, Information Systems, or other technical field.