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Machine Learning Support Engineer @

Location: Remote

Job Posted: 2 years, 9 months ago


Support is one of the key functions at Heartex. We value the relationship we build with our customers and open source users, and those are often based on how quickly we react and how well we help our users. In this role, you will work on a very diverse set of problems, starting with deployment and going all the way up to the configuration of the data labeling projects. Your main focus will be our Enterprise customers and open source community.


  • Answer to all technical questions on open source Slack (check it out to get an idea about the messages types)
  • Respond to all inbound support tickets, emails, and slacks from the customers
  • Triage bugs and requests based on customer type and severity of the issue
  • Track inbound and outbound responses to ensure contact SLAs are being met
  • Maintain a fast response time for an entire user base
  • Work directly with the core development team when troubleshooting issues
  • Become a product expert and document your knowledge into a readable format


  • Programming and DevOps experience, you need to be very comfortable with the terminal, being able to start, configure and deploy the software
  • You can read, understand, and modify Python code
  • Ability to launch and troubleshoot docker packages
  • Empathy towards the users and their problems
  • Clear and concise documentation of the bug reports/feature requests
  • Proactively find ways to improve internal development processes and collaboration
  • You're a self-starter, can work autonomously in a self-directed environment
  • Excellent written and verbal communication skills