Technical Support Manager at Shakudo

Toronto, Ontario, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

AI, DataIndustries

Requirements

4+ years of experience in technical support or IT helpdesk roles with Data and AI based companies, including at least 1-2 years in a leadership or management capacity
Strong technical background in AI, DevOps, or cloud-native technologies with experience in troubleshooting complex environments
Proficiency in managing support for containerized environments (Kubernetes, Docker)
Hands-on experience with AI/ML workflows, including tools such as MLflow, TensorFlow, PyTorch, and OpenAI integrations
Familiarity with cloud platforms (AWS, Azure) and monitoring tools such as Prometheus and Grafana
Strong written and verbal communication skills, with the ability to convey complex technical concepts to both technical and non-technical audiences
Experience with ticketing and issue-tracking systems (e.g., Zendesk, ServiceNow)
Ability to manage a remote, globally distributed team and coordinate effectively across time zones
A proactive approach to problem-solving, with strong analytical and decision-making skills

Responsibilities

Lead and manage a team of 2-3 Technical Support Specialists operating across different time zones to provide 24/7 global support
Develop and refine support workflows, ensuring efficient ticket handling, issue resolution, and escalation procedures
Act as a senior escalation point for complex technical issues, collaborating closely with engineering and product teams to drive timely resolutions
Maintain and enhance documentation for troubleshooting guides, best practices, and internal knowledge bases to improve team efficiency
Track team performance, analyze support trends, and provide insights to improve operational efficiency and customer satisfaction
Work closely with engineering, product, and sales teams to address recurring customer concerns and contribute to product improvements
Participate in recruiting, onboarding, and continuous training of Technical Support Specialists to build a high-performing team

Skills

Kubernetes

Docker

MLflow

TensorFlow

PyTorch

OpenAI

AWS

Azure

Prometheus

Grafana

Zendesk

ServiceNow

Shakudo

End-to-end platform for AI projects

About Shakudo

Shakudo offers a platform designed to support organizations in developing and managing AI and data-intensive products. Their main product, the Hyperplane platform, facilitates the entire workflow of AI projects, from initial ideas to deployment. It automates the optimization of resources, helping teams select the best configurations without the need for complex setups. This makes it easier for data scientists and AI teams to focus on building and maintaining their models efficiently. Shakudo differentiates itself from competitors by providing a subscription-based service with tiered pricing, allowing organizations to choose the level of access that suits their needs. The goal of Shakudo is to simplify the AI development process, enabling organizations to implement their AI projects more quickly and reliably.

Toronto, CanadaHeadquarters

2021Year Founded

$9.8MTotal Funding

SERIES_ACompany Stage

Enterprise Software, AI & Machine LearningIndustries

11-50Employees