Senior Customer Success Engineer (Remote)

Our Purpose

At Fiddler, we understand the implications of AI and the impact that it has on human lives. Our company was born with the mission of building trust into AI. With the rise of the internet, trust in AI has been degraded by a plethora of issues like spam, fraudulent transactions, hate speech, and online abuse. Fiddler enables organizations to get ahead of these issues by building trustworthy, transparent, and explainable AI solutions. 

Fiddler partners with AI-first organizations to help build a long-term framework for responsible AI practices, which, in turn, builds trust with their user base. Data Science, MLOps, and business teams use Fiddler AI to monitor, explain, analyze, and improve their AI solutions to identify performance gaps, mitigate bias, and drive better outcomes. Our platform enables engineering teams and business stakeholders alike to understand the “why” and how behind model outcomes.  

Our Founders

Fiddler AI is founded by Krishna Gade (engineering leadership at Facebook, Pinterest, Twitter, and Microsoft) and Amit Paka (two-time founder with acquisitions by Samsung and PayPal and product roles at Expedia and Microsoft). We are backed by Insight Partners, Lightspeed Venture Partners, and Lux Capital. 

Why Join Us

Our team is motivated to unlock the AI opaque box and help society harness the power of AI. Joining us means you get to make an impact by helping reduce algorithmic bias and ensure that models in production across many different industries are transparent and ethical.  We are an early-stage startup and have a rapidly growing team of intelligent and empathetic doers, thinkers, creators, builders, and everyone in between. The AI and ML industry has a rapid pace of innovation and the learning opportunities here are monumental. This is your chance to be a trailblazer.  

Fiddler is recognized as a pioneer in the field of AI Observability and has received numerous accolades, including:  2022 a16z Data50 list, 2021 CB Insights AI 100 most promising startups, 2020 WEF Technology Pioneer, 2020 Forbes AI 50 most promising startups of 2020, and a 2019 Gartner Cool Vendor in Enterprise AI Governance and Ethical Response. By joining our brilliant (at least we think so) team, you will help pave the way in the AI Observability space.

What You'll Do

• You will act as a trusted advisor to our customers, while also building relationships with technical stakeholders

• Help deliver Fiddler onboarding services for our new customers

• You will act as the “Voice of the Customer”; regularly engaging them on status calls, educating on product roadmap and QBRs, managing escalations, while influencing our roadmap in partnership with our Product team

• Knowledge of data science concepts, including developing interpretable machine learning model tools to be used in Fiddler's product

• Ensure technical success for customer onboarding by writing custom code to integrate with their data pipeline using tools like Snowflake, Airflow, MLFlow, S3, Kafka, etc

• Develop FIddler platform integration to expedite onboarding with data platforms, workflow tools and ML platform 

• Spearhead new opportunities in which Fiddler can provide the most value that will drive renewals and expansion

What We're Looking For

• Masters with no experience or Bachelors in Computer Science (AI/ML specialization), Statistics, Mathematics, or equivalent and 5+ years of experience

• 2+ years of real-world experience working with ML models in production

• Comfortable with Kubernetes and public Cloud environments (AWS, Azure, GCP)

• Working knowledge of tools used for structured and unstructured data, messaging and workflow tools at scale. Tools like Hadoop, MongoDB, Snowflake, Bigquery, Spark, Kafka, Kinesis, RabbitMQ, Airflow, MLFlow, Luigi, Kubeflow, Argo

• Knowledge of machine learning frameworks such as TensorFlow, PyTorch or Scikit-learn

• Understanding of ML/DS concepts, model evaluation strategies and lifecycle (feature generation, model training, model deployment, batch and real time scoring via REST APIs) and engineering considerations

• Strong coding skills, preferably in Python

• Experience with large-scale industrial applications of deep learning in domains like Computer Vision, NLP and/or Speech-to-Text, a plus

• Excellent organizational, communication, writing and interpersonal skills

• Curiosity, ownership, empathy towards customers, willingness to learn new things and desire to inspire others are values we care

Compensation and In-Office Policy

• Pay Range in the US is $115,000 - $150,000

• Fiddlers who live within 25 miles of the US HQ in Palo Alto come at least 2 days per week into the office

• More than 25 miles, once a week in the office

The posted range represents the expected salary range for this job requisition and does not include any other potential components of the compensation package, benefits, and perks previously outlined. Ultimately, in determining pay, we'll consider your experience, leveling, location, and other job-related factors.

Fiddler is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.