Machine Learning Support Engineer, Fintech

Optasia is a fully-integrated B2B2X financial technology platform covering scoring, financial decisioning, disbursement & collection. We offer a versatile AI Platform promoting financial inclusion, delivering responsible financing decision-making, and driving a superior business model & strong customer experience with a presence in 30 countries, anchored by 7 Regional Offices. We are looking for enthusiastic professionals, energetic and results-driven, with a can-do attitude, who want to join a team of like-minded individuals delivering solutions in an innovative and exciting environment. As a Machine Learning Support Engineer at Optasia, you will ensure the highest level of ML workflows availability and performance, provide expert guidance, prioritize issue resolution, while fostering growth and continuous improvement. Your role is pivotal in maintaining high service standards and reinforcing our commitment to client success. What you will do: - Day to day monitoring of ML workflows and service alerts providing the first level of support - Respond to alerts by verifying the cause and resolving or escalating as required - Act as a point of escalation for complex ML technical issues, providing expert-level guidance to resolve critical incidents - Cultivate an environment of consistent improvement within the team by identifying areas for enhancement in processes, tools, and technologies - Perform health checks and quality checks procedures for ML workflows to ensure operational excellence - Collaborate with teams including Data Engineering, System & Network Administration to effectively address internal or customer-related issues - Create training materials, deliver sessions for groups or one-on-ones, and maintain technical documentation - Monitor and prioritize incoming customer inquiries ensuring fast response and resolution within defined service level agreements (SLAs) - Design solutions to monitor ML workflows efficiently by end users What you will bring: - Bachelor's degree in engineering or computer science - Proven experience (2+ years) in a customer support role and/or leading customer support teams, with a history of successfully resolving customer issues and maintaining customer relationships - Experience with customer support software, ticketing systems, and CRM tools - Good knowledge of Linux and SQL - Proficient monitoring and analytical skills - Experience working with secure code development guidelines and coding practices (i.e. OWASP, NIST) Your key attributes: - Excellent written and verbal communication skills - Fluent in English - Strong organizational skills, attention to detail, and ability to multitask effectively - Self-motivated individual capable of working independently with a results-driven attitude - Flexible, eager, ambitious, and adaptable to change Why you should apply: What we offer: - Competitive salary package - Extra day off on your birthday - Performance-based bonus scheme - Comprehensive private healthcare insurance - All the tech gear you need to work smart Optasia’s Perks: - Be part of a multicultural working environment - Meet a very unique and promising business and industry - Gain insights for tomorrow's market foreground - A solid career path within our working family is ready for you - Continuous training and access to online training platforms - CSR activities and festive events for all possible occasions - Enjoy a comfortable open space restaurant with varied meal options every day - Access to wellbeing activities such as free on-site yoga classes, plus a squash court on our premises