Site Reliability Engineer - Machine Learning System | EMIN

Purpose of Role:

Responsible for MLSys technical operations, acting as a bridge between component products to resolve user issues and collect feedback, and handling technical support for each product.
Taking product technical support as the entry point, assist each product to better optimize and improve user experience through data analysis, process optimization, technical documentation accumulation, etc., while ensuring customer satisfaction and service SLA.

Responsibility:

• Be responsible for first-line technical support of various component products, such as product/query consultation and daily on-call duty, and gradually improve the first-line oncall resolution rate through technical means.

• Act as the accountable person for resolving user issues, and be responsible for promoting and coordinating with internal R&D engineers to solve users' practical problems in a reasonable and effective manner.
• Take charge of the technical operation indicators of the supported products, including ticket response time, response SLA, first-line on-call resolution rate, customer satisfaction, etc.
• Be responsible for the user experience of the products. As a component technical operation specialist, collect user feedback and issues from various channels (including but not limited to internal ticket systems, user feedback platforms, user groups, etc.), sort out reasonable user requirements, and push R&D engineers to address them.
• Be responsible for compiling and optimizing technical documents such as product troubleshooting methods and best practices, so as to improve the usability of the products.
• Promote and resolve common operation and maintenance stability issues, and maintain and optimize component operation and maintenance SOPs.

Requirement:

• With experience in cloud products and GPU, plus 3+ years of technical support experience.

• Possess a solid understanding of technical support processes and metrics, such as SLA, ticket handling, monitoring, troubleshooting and service metrics.
• Familiar with general software development processes; proficient in at least one programming language and equipped with basic code reading capabilities.
• Well-versed in the principles of databases, data synchronization and other products, as well as troubleshooting common issues related to them.
• 1+ years of experience as a software engineer or DevOps engineer
• 1+ years of technical support experience in large Internet companies is a bonus.

Interested parties, please click the "Apply Now" below.

We regret that only shortlisted applicants would be notified.

By sending us your personal data and curriculum vitae (CV), you are deemed to consent to PERSOL Singapore Pte Ltd and its affiliates to collect, use and disclose your personal data for the purposes set out in the Privacy Policy available at https://www.persolsingapore.com/policies. You acknowledge that you have read, understood, and agree with the Privacy Policy.

PERSOL Singapore Pte Ltd • RCB No. 200007268E • EA License No. 01C4394• Reg. R1988730 Emily Ng Kim Yin