Shakudo
Remote | Full-time | Open to Candidates Worldwide
About Shakudo & the Role
Shakudo is pioneering the world’s first operating system for data and AI, integrating best-in-class open-source components to meet businesses’ unique needs. As we scale, we are looking for Technical Support Specialists to join our fully remote team.
In this role, you will provide technical support for the Shakudo AI & Data Platform, assisting customers across multiple time zones. You will troubleshoot technical issues, support platform operations, and collaborate with engineering teams to ensure a seamless customer experience.
Responsibilities
✅ Customer Support & Troubleshooting – Address customer inquiries related to Shakudo’s AI & Data Platform, including deployment, AI/ML workflows, data pipelines, integrations, and system performance.
✅ Documentation & Issue Escalation – Maintain accurate records of troubleshooting steps and escalate unresolved issues to internal teams.
✅ Collaboration & Communication – Provide clear, professional support via Slack, Microsoft Teams, and Email, working closely with engineering and product teams.
✅ Platform Expertise – Support various platform components, including Kubernetes, Docker, MLflow, OpenAI, Postgres, NoSQL, MinIO, and monitoring tools like Prometheus and Grafana.
What You’ll Bring
✔ 1-3 years in technical support, IT helpdesk, or related roles, with knowledge of AI, DevOps, or cloud-native technologies.
✔ Experience troubleshooting Kubernetes and Docker environments.
✔ Familiarity with AI/ML frameworks (TensorFlow, PyTorch, MLflow) and API integrations.
✔ Proficiency in cloud environments (AWS, Azure).
✔ Strong written communication skills in English.
✔ Experience with Zendesk or ServiceNow for ticketing and issue tracking.
✔ Ability to maintain and improve technical documentation.
Shift Schedule
To provide 24/7 support, the team operates across three key time zones:
🌍 APAC Shift (IST) – Covers Asia-Pacific and early EU hours (e.g., 12:00 AM – 8:00 AM EST).
🌍 North America Shift (EST) – Covers North America and late EU hours (8:00 AM – 4:00 PM EST).
🌍 Late North America Shift (PST) – Covers late North America, ensuring smooth handovers to APAC (4:00 PM – 12:00 AM EST).
Shakudo is an equal opportunity employer committed to diversity and inclusion. We encourage candidates of all backgrounds to apply.
