Support Engineer

Remote, San Francisco, CA, United States

Determined AI

Role Locations

  • Remote
  • San Francisco, CA, United States


26 - 50 people


324 5 Th St
San Francisco, CA, 94107-1002, US

Tech Stack

  • Go
  • Python
  • Docker
  • Tensorflow
  • PyTorch
  • Keras
  • Kubernetes
  • PostgreSQL
  • AWS

Role Description

Deep learning has enormous promise, but developing deep learning models at scale remains extremely complex, time-consuming, and expensive. At Determined AI, we are working to change that: our revolutionary open source deep learning training platform enables deep learning engineers to train better models in less time, to seamlessly share GPU clusters, and to collaborate more effectively.

Our Support Engineers work with our customers everyday. They are the main interface between customers and our engineering organization. In this role, you will take on challenging issues that our customers face, and work towards resolution hand-in-hand with our other engineers. As our first support engineer, you will get the opportunity to shape our customers' experiences with the nuts and bolts of our product, as well as help define our support processes. You should be comfortable at the intersection of systems, deep learning, customers, and engineering.


  • Strong problem solving and analytical skills
  • Excellent communication skills, both written and verbal
  • Previous experience as a tier 3 support engineer - able to dive into code, handle customer escalations, and drive to resolution in a timely fashion.
  • Demonstrable focus on the customer, including the ability to see past individual break/fix incidents to understand the customer’s setup and requirements, and the ability to build relationships with engineers from the customer.
  • Ability and desire to occasionally work in the Determined codebase to tackle bug fixes, supportability improvements, and features.


  • Theoretical knowledge of machine learning is desired, but not required
  • Familiarity with hardware performance, HPC and/or scientific computing

At Determined AI, we are committed to building a team that welcomes colleagues with a diverse set of identities, backgrounds, experiences, and perspectives. We're proud to be an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, pregnancy, citizenship, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability.

Our Engineering Process

We use two-week engineering sprints to strike the right balance between execution and evaluating priorities. We structure our collaboration around projects: The project lead is an individual contributor directly responsible for the execution of the project, including planning the technical solution, coordinating work with other engineers, and communicating progress to stakeholders. Engineering managers ensure that project leads at all levels of their career have the support and guidance they need to fulfill these responsibilities effectively.

All code is reviewed by members of the team, following a specific set of guidelines to reduce ambiguity and drive to shipping efficiently. You can check out how we review code on our public repository.

Technical Stack

  • Go
  • Python
  • React
  • TypeScript
  • TensorFlow
  • PyTorch
  • Keras
  • Docker
  • Kubernetes
  • PostgreSQL

About Determined AI

We're working together to empower data scientists and ML engineers everywhere.

Our customers are highly skilled ML engineers and domain experts working on exciting problems in biotech, hardware design, autonomous vehicles, and more. We interact with them to learn more about their data sets, modeling problems, and infrastructure, to help them with our product, and to improve our product offering.

Company Culture

We believe the best ideas can come from anyone and anywhere, and we have to be humble enough to listen for them. We are customer-focused, but don't think the customer is always right. We are excited about the latest in ML and distributed systems research but try to implement the minimum valuable product. We believe in open communication and transparency in our process and priorities. We believe in the healing power of karaoke and hot sauce.

Interested in this role?
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