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Support Engineer

BaseTen

BaseTen

Customer Service
San Francisco, CA, USA · New York, NY, USA · Remote
Posted on Tuesday, June 25, 2024

ABOUT BASETEN

We're a growing team of builders backed by top-tier investors including IVP, Spark Capital, and Sarah Guo at Conviction. ML teams at enterprises and category-defining AI-native companies like Descript, Bland, and Patreon use Baseten to power their core production workloads with best in class performance, security, and reliability. While we've unlocked PMF and secured Series B funding, the ML infrastructure market is massive and we're just getting started. If you're excited to work on engaging and relevant problems while building something new from the ground up, come join us!

As a Support Engineer, you’ll manage and resolve support requests, maintain our knowledge base, and use various tools to troubleshoot issues, ensuring our users have a seamless experience. This role includes a mix of core responsibilities and opportunities for extended contributions.

We all work closely with our users, learning from their experiences, and turning our learnings into ideas for improving Baseten’s support processes and user experience.

AS A SUPPORT ENGINEER, YOU:

  • Resolve critical user issues and build tools to assist customers in smoothly deploying ML models at scale.

  • Own and maintain our Product Knowledge Base

  • Collaborate with our Forward Deployed Engineering team to troubleshoot complex ML pipeline issues, from data preprocessing to model serving.

  • Assist users in optimizing ML models, including working with technologies like TensorRT for GPU acceleration.

  • Become an expert in our open-source Truss library, contributing to its development and helping users package diverse ML models efficiently.

  • Identify patterns in user feedback to shape our product roadmap, particularly around ML model deployment and scaling features.

YOU ALSO:

  • Can own support projects end-to-end; support engineers at Baseten also function as PMs, so we’d like everyone on the team to be able to empathize with our users, understand/write project specs, and manage the end-to-end execution of projects.

  • Are comfortable with navigating ambiguity and enjoy the journey as much as the destination.

  • Are motivated by customer problems and find joy in creating simple, elegant solutions that avoid unnecessary complexity.

  • Exercise good judgment on tradeoffs and tools needed to solve the problem and don’t over index on trendy/fashionable tech unless it’s the right tool for the job.

  • Demonstrate pride, ownership, and accountability for your work and expect the same from your teammates.

WHAT WE OFFER

  • Competitive compensation package (Unlimited PTO, 401k, covered healthcare premiums, remote-first culture)

  • A unique opportunity to be part of a rapidly growing startup in one of the most exciting engineering fields of our era

  • An inclusive and supportive work culture that fosters learning and growth

  • Exposure to a variety of ML startups, offering unparalleled learning and networking opportunities