Strategic AI Support Engineer
Strategic AI Support Engineer
Baseten
Baseten is seeking a Strategic AI Support Engineer to serve as the primary technical owner for strategic customers, ensuring the deployment and performance of machine learning workloads. The role involves hands-on debugging, infrastructure expertise, and collaboration with product and engineering teams to enhance customer success and drive product improvements.
Qualification
- Deep Kubernetes troubleshooting expertise, including advanced resource debugging, pod/runtime analysis, and log-based diagnostics using observability tooling such as Grafana, Loki, and Prometheus.
- Strong infrastructure debugging ability across container orchestration, networking, and service dependencies.
- Experience in managing technical escalations and ensuring customer satisfaction in a post-sales environment.
- Ability to work collaboratively with cross-functional teams including product, engineering, and sales.
- Strong communication skills to interact with executive-level stakeholders and technical teams.
Responsibility
- Diagnose and resolve runtime issues related to latency, memory behavior, GPU utilization, concurrency, and model lifecycle management.
- Debug infrastructure issues across Kubernetes (pods, controllers), networking, observability, and alerting systems.
- Lead incident response during outages or escalations, managing coordination between Product, FDE, Sales, and Engineering.
- Serve as the technical owner for top enterprise accounts with strict SLAs and high responsiveness expectations.
- Identify common failure modes and translate user feedback into roadmap signals, product improvements, internal runbooks, knowledge bases, and diagnostic best practices.
- Own project coordination end-to-end: scoping, execution, communication, and stakeholder alignment across technical and non-technical teams.
