Technical Support Engineer

About this position

About Credo AI

Credo AI is a venture-backed company on a mission to empower organizations to deliver Responsible AI at scale. Credo AI brings context-driven governance and risk assessment to ensure compliant, fair, and auditable development and use of AI. Our goal is to move RAI development from an “ethical” choice to an obvious one. We aim to do this both by making it easier for organizations to integrate RAI practices into their AI development and by collaborating with policymakers to set up appropriate ecosystem incentives. The ultimate goal is to reduce the risk of deploying AI systems, allowing companies to capture AI's benefits while mitigating the unintended consequences.

About the Role

What we are looking for:

As a Support Engineer at Credo AI, you will play a crucial role in driving the success of our customer implementations. In this role, you will work with the Customer Success team to ensure smooth customer installations and implementations, providing technical support and project management assistance.

In this role, you will serve as a technical expert and trusted advisor, bridging the gap between our product capabilities and the customer's unique challenges. Your ability to communicate complex technical concepts clearly and concisely will be instrumental in conveying the value proposition of our AI governance software to a diverse range of stakeholders. Through your work, you will drive the adoption of Responsible AI at scale, ensuring organizations can leverage the power of artificial intelligence while maintaining trust and compliance with applicable regulations and guidelines.

You might be a good fit if if you have experience in the following areas:

1. Kubernetes and Container Orchestration

   1. Proficiency in deploying applications to Kubernetes clusters (K8s), including understanding of Kubernetes Operators, Services, Pods, and other core K8s concepts.

   2. Containerized Applications: Knowledge of container runtime environments (e.g., containerd) and container registries. Experience with Docker and understanding of containerization principles.

   3. Networking in Kubernetes: Understanding of Kubernetes networking, ingress controllers (e.g., AWS ALB, nginx), and Service meshes. Ability to manage and troubleshoot Kubernetes networking, including load balancing and DNS configurations.

2. Cloud Services Management: Experience with cloud services, specifically AWS, including S3, RDS for PostgreSQL, and IAM roles. Knowledge of cloud security best practices and implementation.

3. Security and Compliance

   1. TLS/SSL Management: Ability to manage TLS private keys and certificates for securing applications.

   2. Network Security: Proficiency in configuring firewall rules and ensuring secure access to the application. Experience with SMTP configurations and StartTLS for email services.

4. Database and Storage

   1. Database Administration: Experience with PostgreSQL, including setting up, managing, and optimizing databases. Knowledge of database security best practices, especially for cloud-based solutions like AWS RDS.

   2. Object Storage: Understanding of AWS S3 and S3-compliant object storage, including bucket management and security best practices.

5. DevOps and Automation

   1. Scripting and Automation: Proficiency in scripting languages (e.g., Bash, Python) for automation of installation and maintenance tasks.

   2. Continuous Integration/Continuous Deployment (CI/CD): Experience with CI/CD pipelines and tools for automated deployment and updates.

6. System Administration

   1. Operating Systems: Knowledge of Linux operating systems, system administration, and the ability to troubleshoot OS-level issues. Familiarity with SELinux and its configuration.

   2. Network Configuration: Understanding of network configurations, DNS management, and IP addressing.

7. Identity and Access Management

   1. Single Sign-On (SSO): Experience with OIDC providers for SSO integration. Understanding of identity protocols and secure authentication mechanisms.

8. Monitoring and Support

   1. Application Monitoring: Knowledge of monitoring tools and techniques to ensure application performance and availability.

   2. Troubleshooting: Ability to diagnose and resolve issues during installation, deployment, and operation phases. Effective problem-solving skills for both infrastructure and application-level issues.

Expectations:

• Manage the complete deployment lifecycle, from identifying the customer’s deployment lead and team to creating and executing the deployment project plan alongside the customer to managing and supporting the installation and setup of the Credo AI Platform, ensuring a smooth and successful launch

• Manage and support post-deployment activities, including software releases, customizations, monitoring, and maintenance, ensuring the system remains optimal and up-to-date

• Utilize strong communication skills to effectively convey deployment-related information and confidently lead customer discussions on deployment and releases

• Support ongoing implementation, custom deployment works, configuration updates, and management of the Platform to meet business requirements

• Troubleshoot issues and provide technical support to ensure high availability and reliability

• Coordinate Platform updates and upgrades as well as the customer-facing deployment instructions and documentation

• Design and implement a repeatable standard process for new customer deployments across the board, designed to optimize efficiency, quality, and self-sufficiency while also adapting to the unique characteristics and needs of each customer

Compensation

The expected base salary range for this position is $150,000 - $170,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in the specified location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Location & Remote Culture

We are a fully distributed company and are comfortable hiring in any location (location-specific legal requirements permitting). While this is a remote role and we're a fully distributed team, we routinely meet up in-person. We support individual members to coordinate in-person coworking whenever possible, and organize company-wide offsites multiple times a year. At Credo AI we value diversity, equity, and inclusion as core principles in our work environment, and the development of our product offerings, and we have implemented initiatives to foster and support these values.

Credo AI Benefits & Perks

• Competitive Salary and Equity

• Health: We offer health, dental, and vision coverage. We also offer an ergonomic benefit to cover the costs of equipment to help staff stay healthy while working, both in the office and at home.

• Coworking: We will cover the cost of co-working spaces like WeWork and in-person meetups.

• Unlimited PTO: Credo AI has unlimited time off to support our employees

• Generous Parental Leave: We offer up to 12 weeks of paid parental leave, and/or will meet in-country requirements that exceed that.

• 401(k) plan for employees.

Credo AI is proud to be an equal opportunity employer and does not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability, or other legally protected statuses. We celebrate diversity and we are committed to creating an inclusive environment in all aspects of employment, including recruiting, hiring, promoting, training, compensation, benefits, and all other privileges and conditions of employment. All employment decisions at Credo AI are based on business needs, job requirements, and individual qualifications.

Research has shown that some potential candidates will only submit an application when they feel that they have met close to all of the qualifications for a role. We encourage you to have confidence in your abilities and submit your application as long as you are passionate about working to make a meaningful impact in the ecosystem of responsible and safe AI. We are very interested in hearing from a pool of candidates with diverse perspectives.