Job Detail

Microsoft continues to expand its efforts in artificial intelligence with a focus on building an Intelligent Cloud and Intelligent Edge. The Artificial Intelligence and Research (AI+R) division is chartered with ensuring that Microsoft remains at the forefront of AI technologies. 

In the autonomous systems team, we are applying our best AI research and engineering capabilities to resolve challenging, real-world customer problems. While there has been a lot of progress in the areas of languages and perception in the field of artificial intelligence, we are only starting to scratch the surface in other areas like autonomous systems (drones, robots, etc.). 

This role calls for a leader in both the Engineering and Customer Support areas, setting up the systems and providing support to customers adopting brand new technologies which do not yet have established support procedures—namely, Reinforcement Learning and Machine Teaching.  We work one-on-one with brilliant minds inside of our Fortune 500 customers, supporting and delivering the Bonsai Platform, which allows them to leverage Reinforcement Learning for industrial and autonomous systems. 

As the first AI Support Engineers on the team, you will be responsible for providing a high level of service, while putting your thought and work into creating and designing the department itself.  For our first AI Support Engineers, we expect a high level of technical ability, as well as a high level of customer-facing and communication ability.  Working with us, a Horizon Two organization, you will be part of turning research and product vision into a reality for our customers. 

Even if you do not have previous Reinforcement Learning experience, specifically, this will be a great learning opportunity in a fun-filled and driven team where you will get to work with experts in MSR and product teams across Azure to realize our vision. 

Responsibilities

• Supporting our customers and ensuring their productive experience while using our Machine Teaching platform 


• Working with customers over the phone, via e-mail, or via teleconferencing sessions to diagnose and troubleshoot any issues they present 


• Researching and answering customers’ day-to-day usage questions 


• Assisting with writing documentation and “best-practices” material, including Knowledge Base articles and Frequently Asked Questions content 


• Gaining a working knowledge of the Bonsai Machine Teaching platform (we will train you!) 


• Assisting with or performing training and onboarding sessions, transferring our expertise and best practices to our customers 


• Working closely with our sister teams and Research to ensure we build a cohesive product that delights our customers and makes a difference in the market 

In short, you will be responsible for ensuring a smooth and productive user experience for our customers—and for creating the content, systems, and processes that will make your job easier in the long-run.  The range of questions and technologies will be wide, so we are looking for an experienced, driven Engineer who is ready to act as a leader in the Customer Support space. 

Qualifications

Almost nobody will meet all of these qualifications, but if you meet some of them, that’s okay!  We are open to candidates who show great potential, and we are happy to train you

• Professional software engineering and/or data science experience  

• Demonstrated use of Machine Learning and/or Reinforcement Learning techniques 


• Experience customer-facing role, specifically one which requires troubleshooting problems remotely, like a Customer Support Engineer, Operations Engineer, or Solution Architect 


• Experience with any number of technologies leveraged by our customers.  The most important/common technologies are in bold: 

• Programming languages – Python, C++, Visual Basic, .NET, Java, and related 


• Data analysis tools – Jupyter Notebook and related 

• Simulation software – e.g. MatLab, Simulink, Unity, AspenTech, Vericut, etc. 


• DevOps – Docker, PowerShell scripting, Bash scripting, basic Windows and Linux administration, Azure administration, including Azure Batch and Azure IoT 


• Machine Learning (specifically Reinforcement Learning) 


• Databases and other data formats – SQL Server, MySQL/PostgreSQL, XML, CSV files, etc. 


• Practices and approaches – software integration troubleshooting and root-cause-analysis, performance profiling and testing, and strategically adding logging to diagnose issues, etc. 

• Excellent communication skills, both spoken and written English 

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.