AI Product Support Engineer

EMPLOYER IS A CONTRACTOR FOR THE U.S. GOVERNMENT. THIS POSITION WILL REQUIRE U.S. CITIZENSHIP.

Role Description: 

We are seeking a talented and experienced Mid-level AI Product Support Engineer to join our team. The ideal candidate will play a crucial role in the development and maintenance of our platform offerings, demonstrating a strong understanding of system architecture, problem-solving skills, and the ability to guide junior engineers.

As a Mid-Level Product Support Engineer within our organization, you will join a team of dedicated Unicorns who are focused on advancing freedom and independence globally. We offer mission capabilities that accelerate value and are looking for someone to serve as a specialist with our AI for National Security offerings, working directly with our Mission Heroes.

Responsibilities: 

In this role, your primary responsibilities will include ensuring successful install and upgrade of our AI offerings with Mission Heroes, while providing them training and coaching to better understand these aspects.  You will be a crucial link between our product development team and our Heroes’ Production Environments, advocating best practices and fostering communication with our Heroes’ engineering team. Please note, this position will require being on call to support our Service Level Agreements (SLAs). 

In this position, you will be expected to: 

• Decompose Issues for Junior Engineers: Break down complex technical issues into manageable tasks for junior engineers. Provide clear guidance and mentorship to support their professional growth.
• Validate Solutions/Implementations: Ensure that solutions and implementations align with the outlined tasks and business requirements. Conduct thorough validations to maintain the integrity and efficiency of the platform.
• Independently Problem Solve: Demonstrate the ability to identify and solve business problems independently. Develop small components to address specific challenges without relying on explicit architecture diagrams.
• Understand Medium-Level Tasking: Comprehend how medium-level tasks contribute to the achievement of overall goals. Collaborate with cross-functional teams to integrate various components into a cohesive and functional platform.
• Estimate Time and Effort: Provide accurate time and effort estimates for medium-sized tasks. Assist in project planning and resource allocation based on estimated timelines.
• Demonstrate Programming Language Proficiency: Possess familiarity with at least one programming language. Exhibit a basic understanding of when to use a programming language versus a shell for efficient task execution.
• Own the bridge between the product team and the Heroes’ Engineering team:
  • Interject "best practices" to the Heroes’ engineering team and facilitate collaboration between our teams and theirs.
  • Lead discussions on the benefits of using cyber-secure tools.
  • Establish and facilitate automated Zarf builds as part of CI for multiple Hero teams.
  • Collaborate with the product team on lessons learned.
• Contribute to CI/CD and other automation experiences: Build and maintain automated pipeline functions, leading teams towards delivery and sustainment options.
• Demonstrate knowledge of AI technologies, including Large Language Models (LLMs)
• Exhibit strong programming skills and deep familiarity with Linux/Unix operating systems.
• Implement infrastructure as code and contribute to the build/maintenance of kubernetes clusters on various distributions (i.e EKS & RKE2).
• Apply extensive experience with cloud native technology deployments, emphasizing secure coding practices and vulnerability remediation.
• Communicate your work to Hero engineering teams through your documentation, engagements, and training sessions

The listed responsibilities are not exhaustive and additional responsibilities may be assigned based on the evolving needs of the organization. We are seeking a dynamic individual who is able to adapt and take on new responsibilities as they arise. 

Travel Expectations: 10%-25%

Preferred Experience and Qualifications:

• Proven experience as a Platform Engineer or similar role, with a focus on AI integration and tooling.
• Familiar with various AI domains and common frameworks (Transformers, Tensorflow, Torch, OpenAI API, etc.).
• Strong problem-solving skills and the ability to work independently.
• Proficiency in at least one programming language (e.g., python or Go) and a basic understanding of shell scripting.
• Demonstrated ability to guide and mentor junior engineers.
• Experience with security automation and familiarity with API Security, Container Security, and AWS Cloud Security.
• Experience in architecture security design, monitoring, and performance instrumentation in a complex enterprise environment.
• Demonstrated familiarity with cloud-native technologies such as Kubernetes, Google Cloud, and Docker.
• Currently hold a security clearance/Eligible to obtain for a security clearance.
• Possess (or ability to quickly obtain) a DoD 8570 IAT II certification.
• Experienced in working on a team following an Agile framework in a remote environment.
• Familiarity with continuous delivery, distributed architectures, systems, everything-as-code, containerization, and cloud services.
• Experience with DevSecOps/undefined and CI/CD theory and best practices.
• Experience with YAML.

If you are a skilled Product Support Engineer looking to contribute to the growth and success of a dynamic organization, we invite you to apply and join our team.

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