As a Senior Premier Support Engineer, you will be working directly with our customers to audit, document, troubleshoot, customize, and advise on their Natural Language Processing (NLP), machine learning solution. You will be responsible to mentor the Premier Support Engineers and work with Core Support Engineers to receive tickets submitted through our JIRA Service Desk system and follow-up with the customer. The Senior Premier Support Engineer will be responsible for meeting team SLAs and handling customer escalations. Using a positive attitude and great communication skills you will be driving our relationship with our customers, providing them consultancy services and advising them on best practices. This role should have experience of Big Data technology (e.g. Hadoop, ElasticSearch, etc.) and be competent in UNIX, scripting and databases.
Specific duties include but not limited to:
General Required Competencies:
Required Education and Experience:
Digital Reasoning is a global leader in artificial intelligence that understands human intentions and behaviors. Our award-winning AI platform automates key tasks and uncovers transformative insights across vast amounts of human communications for many of the world’s leading organizations and government agencies.