AI Support Engineer

ABOUT BASETEN

We’re a growing team of builders backed by top-tier investors, including IVP, Spark Capital, Greylock, and Sarah Guo at Conviction. ML teams at enterprises and category-defining AI-native companies like Descript, Bland.ai, Patreon, Writer, and Robust Intelligence use Baseten to power their core production workloads with best-in-class performance, security, and reliability. While we’ve unlocked PMF and secured Series B funding, the ML infrastructure market is massive, and we’re just getting started. If you’re excited to work on engaging and relevant problems while building something new from the ground up, come join us!

THE ROLE

As an AI Support Engineer, you’ll manage and resolve support requests, maintain our knowledge base, and use various tools to troubleshoot issues, ensuring our users have a seamless experience. This role includes a mix of core responsibilities and opportunities for extended contributions.

We all work closely with our users, learning from their experiences and turning our learnings into ideas for improving Baseten’s support processes and user experience.

RESPONSIBILITIES:

• Resolve critical user issues and build tools to assist customers in smoothly deploying ML models at scale.
• Own and maintain our Product Knowledge Base.
• Collaborate with our Forward Deployed Engineering team to troubleshoot complex ML pipeline issues, from data preprocessing to model serving.
• Assist users in optimizing ML models, including working with technologies like TensorRT for GPU acceleration.
• Become an expert in our open-source Truss library, contributing to its development and helping users package diverse ML models efficiently.
• Identify patterns in user feedback to shape our product roadmap, particularly around ML model deployment and scaling features.
• Own products and projects end-to-end, functioning as both an engineer and a project manager, with a focus on user empathy, project specification, and end-to-end execution.
• Navigate ambiguity and exercise good judgment on tradeoffs and tools needed to solve problems, avoiding unnecessary complexity.
• Demonstrate pride, ownership, and accountability for your work, expecting the same from your teammates.

REQUIREMENTS:

• Bachelor's, Master's, or Ph.D. degree in Computer Science, Engineering, Mathematics, or related field.
• 3+ years of work professional work experience in a fast-paced, high-growth environment.
• Experience in resolving critical user issues and building tools for smooth ML model deployment.
• Familiarity with troubleshooting complex ML pipelines, including data preprocessing and model serving.
• Knowledge of ML model optimization, including technologies like TensorRT for GPU acceleration.
• Expertise in using and contributing to open-source libraries, particularly for packaging ML models.
• Ability to identify and analyze user feedback to influence product development.
• Ability to own projects end-to-end, from project specification to execution.

BENEFITS:

• Competitive compensation package (Unlimited PTO, 401k, covered healthcare premiums).
• A unique opportunity to be part of a rapidly growing startup in one of the most exciting engineering fields of our era.
• An inclusive and supportive work culture that fosters learning and growth.
• Exposure to a variety of ML startups, offering unparalleled learning and networking opportunities.

Apply Now to embark on a rewarding journey in shaping the future of AI! If you are a motivated individual with a passion for machine learning and a desire to be part of a collaborative and forward-thinking team, we would love to hear from you.

At Baseten, we are committed to fostering a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.