Senior Technical Support Engineer
h2o.aiFounded in 2012, H2O.ai is on a mission to democratize AI. As the world’s leading agentic AI company, H2O.ai converges Generative and Predictive AI to help enterprises and public sector agencies develop purpose-built GenAI applications on their private data. With a focus on Sovereign AI—secure, compliant, and infrastructure-flexible deployments—H2O.ai delivers solutions that align with the highest standards of data privacy and control.
Our open-source technology is trusted by over 20,000 organizations worldwide, including more than half of the Fortune 500. H2O.ai powers AI transformation for companies like AT&T, Commonwealth Bank of Australia, Chipotle, Workday, Progressive Insurance, and NIH.
H2O.ai partners include NVIDIA, Dell Technologies, Deloitte, Ernst & Young (EY), Snowflake, AWS, Google Cloud Platform (GCP), VAST Data and MinIO. H2O.ai’s AI for Good program supports nonprofit groups, foundations, and communities in advancing education, healthcare, and environmental conservation. With a vibrant community of 2 million data scientists worldwide, H2O.ai aims to co-create valuable AI applications for all users.
H2O.ai has raised $256 million from investors, including Commonwealth Bank, NVIDIA, Goldman Sachs, Wells Fargo, Capital One, Nexus Ventures and New York Life.
For more information, visit www.h2o.ai.
This position is based in Canada with a preference of Ottawa, Ontario.
As a Customer Support Engineer at H2O.ai, you will play a critical role in ensuring our customers have a seamless experience deploying and managing machine learning models in production. You will be the bridge between our engineering teams and customers, providing hands-on technical support, troubleshooting complex issues, and helping users optimize their MLOps workflows.
This role is ideal for someone who enjoys problem-solving, has a deep understanding of Kubernetes-based architectures, and thrives in a customer-facing environment. You will work closely with our developers, data scientists, and DevOps teams to ensure smooth deployments and high availability of models. Additionally, you will have the opportunity to contribute to our platform's evolution by providing valuable insights from customer interactions.
If you're excited about working on cutting-edge cloud-native solutions, enabling real-time AI applications, and being part of a highly skilled team pushing the boundaries of MLOps, we’d love to hear from you!
What You Will Do
- Lead Customer Escalation and Resolution: Serve as the final technical escalation point for complex, high-impact issues across H2O.ai’s Generative and Predictive AI product portfolio. Act as the primary bridge to Engineering to ensure rapid resolution and customer success in deploying and managing their AI applications.
- Deep Technical Analysis and Root Cause: Conduct comprehensive root cause analysis, reproduce intricate customer issues in cloud-native environments, and provide necessary code fixes or patches to ensure system stability and high availability.
- Infrastructure Expertise: Troubleshoot, maintain, and manage Infrastructure Code (Terraform and Helm charts) related to customer deployments, focusing on resolving configuration, stability, and security issues in production environments.
- Mentorship and Quality Standards: Actively review technical solutions and troubleshooting approaches of junior team members. Champion and enforce best practices in documentation, operational efficiency, and code contribution within the support organization.
- Strategic Influence: Translate persistent customer pain points and recurrent issues into actionable product feedback, helping to shape the platform's long-term evolution and supportability.
What We Are Looking For
- Demonstrated experience in a senior or lead technical support role (e.g., 5+ years) where driving critical issue resolution and mentoring peers were primary responsibilities.
- Exceptional communication skills and proven comfort in a high-impact, customer-facing role, capable of confidently navigating and influencing both technical and business stakeholders during critical incidents.
- Deep expertise in debugging and operating complex, distributed systems built on Kubernetes and Docker-based architectures.
- Proficiency in diagnosing, patching, or contributing to core software systems (3+ years of coding experience) using at least one of: GoLang, Python, C++, or Java, applied specifically to resolving support issues.
- Expertise in cloud platforms (AWS, Azure, or GCP) and infrastructure management tools (Terraform and Helm).
- Strong knowledge of Linux, Bash, File systems, Logging, Linux file permissions, Relational Databases (e.g. SQL), and Networking concepts (e.g., SSL, UDP/TCP, firewalls, and reverse proxies).
- Bachelor’s or a higher education degree in Computer Science/Engineering or a related field.
- Proven ability to take ownership of cross-functional projects that enhance customer experience or support workflow efficiency.
- Experience contributing to platform roadmaps or defining long-term technical strategy.
- Demonstrated capability in hiring, onboarding, or training new team members.
- Advanced knowledge of mainstream Machine Learning frameworks such as sklearn and pytorch, and data science libraries like numpy and pandas, relevant to H2O.ai's offerings.
- Experience with gRPC, Scala, Akka, or GoLang.
Why H2O.ai?
- Market leader in total rewards
- Remote-friendly culture
- Flexible working environment
- Be part of a world-class team
- Career growth
H2O.ai is committed to creating a diverse and inclusive culture. All qualified applicants will receive consideration for employment without regard to their race, ethnicity, religion, gender, sexual orientation, age, disability status or any other legally protected basis.
H2O.ai is an innovative AI cloud platform company, leading the mission to democratize AI for everyone. Thousands of organizations from all over the world have used our cutting-edge technology across a variety of industries. We’ve made it easy for people at all levels to generate breakthrough solutions to complex business problems and advance the discovery of new ideas and revenue streams. We push the boundaries of what is possible with artificial intelligence.
H2O.ai employs the world’s top Kaggle Grandmasters, the community of best-in-the-world machine learning practitioners and data scientists. A strong AI for Good ethos and responsible AI drive the company’s purpose.
Please visit www.H2O.ai to learn more.