客戶成功工程師 Customer Success Engineer

【職位描述】
作為客戶成功工程師,您將擔任客戶與內部團隊之間的關鍵技術橋樑,確保我們的 MLOps 平台和 AI/GPU 數據中心解決方案的無縫部署和運營,排除故障,為客戶提供技術支援並創建技術文件。此職位需要深厚的技術專業知識和強大的溝通技巧,因為您將負責維持高客戶滿意度,同時在組織內倡導客戶需求。
【Description】
As a Customer Success Engineer, you will serve as the critical technical bridge between our clients and internal teams, ensuring seamless deployment and operation of our MLOps platform and AI/GPU datacenter solutions, troubleshoots issues, provides technical support to clients and creates technical documentation. This position requires both deep technical expertise and strong communication skills, as you'll be responsible for maintaining high customer satisfaction while advocating for client needs within our organization.

【職位內容與職責】
作為客戶成功工程師,您將是客戶與我們工程團隊之間的主要技術聯絡人,確保我們的 MLOps 平台和 AI/GPU 數據中心管理工具的順利安裝、部署和運營。您將:

• 領導現場或遠端部署和升級,配置 Kubernetes 叢集、Ingress、儲存和網路以滿足客戶需求
• 排除我們技術堆疊(Python/Go 後端、Vue.js 前端、Kubernetes、Ansible)中的複雜生產問題並推動及時解決
• 透過 Zendesk 提供日常技術支援,將關鍵錯誤上報給研發部門,並讓客戶了解進度
• 在 Notion 和 GitHub 中開發和維護清晰簡潔的技術文件和操作手冊(安裝指南、故障排除檢查清單、最佳實踐文章)
• 進行培訓課程和網路研討會,以引導新用戶、分享產品更新並收集產品路線圖的回饋
• 與銷售、產品和工程團隊密切合作,倡導客戶需求並確保高水準的客戶滿意度

【The Job and Responsibilities】
(What you’ll be doing)
As a Customer Success Engineer, you will be the primary technical liaison between our clients and our engineering teams, ensuring smooth installation, deployment, and operation of our MLOps platform and AI/GPU datacenter management tool. You will:

• Lead on‑site or remote deployments and upgrades, configuring Kubernetes clusters, Ingress, storage, and networking to meet client requirements
• Troubleshoot complex production issues across our stack (Python/Go backend, Vue.js front end, Kubernetes, Ansible) and drive timely resolution
• Provide day‑to‑day technical support via Zendesk, escalating critical bugs to R&D and keeping clients informed of progress
• Develop and maintain clear, concise technical documentation and runbooks in Notion and GitHub (installation guides, troubleshooting checklists, best‑practice articles)
• Conduct training sessions and webinars to onboard new users, share product updates, and gather feedback for our product roadmap
• Collaborate closely with Sales, Product, and Engineering teams to advocate for customer needs and ensure a high level of customer satisfaction

【最低資格要求】

• 具有 Linux 管理經驗,包括套件管理和系統監控
• 具有 Kubernetes 管理和部署經驗,包括 kubeadm、kubespray、rke
• 精通至少一種腳本語言(ex. shell, python)
• 對網路有良好的理解(TCP/IP、DNS、負載平衡)
• 對儲存概念有良好的理解(RAID、NFS、CIFS)
• 對容器技術有良好的理解(Docker、containerd、Harbor)
• 具有 MLOps 平台、GPU 加速工作負載或數據中心管理軟體的經驗

【Minimum qualifications】
(What we need to see)

• 2+ years of experience in a technical support, systems engineering, or consulting role for enterprise software
• Experience in Linux administration, including package management and system monitoring
• Experience in Kubernetes administration and delpoyment, including kubeadm, kubespray, rke
• Proficiency in at least one scripting language (shell script preferred)
• Good understanding of networking (TCP/IP, DNS, load balancing)
• Good understanding of storage concepts (RAID, NFS, CIFS)
• Good understanding of container technology (Docker, containerd, Harbor)
• Prior experience with MLOps platforms, GPU‑accelerated workloads, or datacenter management software
• Familiarity with ticketing and documentation tools such as Zendesk, GitHub Issues, and Notion

【優先資格條件】

• 計算機科學、工程或相關領域的學士學位
• 熟悉配置管理和自動化工具(Ansible、Terraform)
• 在企業軟體的技術支援、系統工程或諮詢職位上有 2 年以上的經驗
• 具有整合 CI/CD 管道的經驗(GitHub Actions、Jenkins)
• 熟悉票務和文件工具,如 Zendesk、GitHub Issues 和 Notion
• 了解企業環境中的安全最佳實踐和合規要求
• 多語言能力(英語和繁體中文)以支援我們的客戶
• 能夠快速學習新技術並以簡單明瞭的方式解釋複雜概念
• 出色的口頭和書面溝通技巧,具有面向客戶職位的經驗