Support Engineer, L2


Determined AI

Role Location

  • Remote


26 - 50 people


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

Tech Stack

  • Go
  • Python
  • Docker
  • Tensorflow
  • PyTorch
  • Keras
  • Kubernetes
  • PostgreSQL
  • AWS
  • Azure Cloud
  • Google Cloud Platform
  • React
  • TypeScript

Role Description

Deep learning has enormous promise, but developing deep learning models at scale remains extremely complex, time-consuming, and expensive. At Determined AI, part of Hewlett Packard Enterprise, 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 a 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 2 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.

About Determined AI

We build a high-performance ML development environment that enables ML engineers to train better models more quickly, to seamlessly utilize and manage large GPU clusters, and to collaborate more easily with their teammates. Determined allows ML engineers to focus on doing ML at scale, rather than managing infrastructure or writing boilerplate code.

We work at the intersection of large-scale distributed systems and cutting-edge machine learning. 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.

After 4 years as a startup company, we were recently acquired by Hewlett Packard Enterprise (HPE). At HPE, we will remain a distinct organization — we'll be building the same product targeting the same users. Plus we'll have access to HPE's customers, hardware products, and resources to take our mission to the next level.

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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