Client Engagement Engineer

Company Description  

The Ikigai platform unlocks the power of generative AI for tabular data. We enable business users to connect disparate data, leverage no-code AI/ML, and build enterprise-wide AI apps in just a few clicks. Ikigai is built on top of its three proprietary foundation blocks developed from years of MIT research - aiMatch, for data reconciliation, aiCast, for prediction, and aiPlan, for scenario planning and optimization. Our platform enables eXpert-in-The-Loop (XiTL) for model reinforcement learning and refinement, at scale.  

Rooted in academia, Ikigai also offers unmatched educational support that upskills workforces and transforms organizations into AI-driven ones. Ikigai Academy has already trained over 6000 students from 90+ countries on topics like “No Code AI” and “Time Series Forecasting”.  

Role Description 

Ikigai is looking for a Client Engagement Engineer to join our growing team and support our enterprise clients with navigating our industry-leading platform. This is the ideal role for someone who enjoys working directly with customers, solving technical challenges, and working with large datasets – all while learning and applying emerging technologies; including AI and machine learning. 

As a Client Engagement Manager, you will not only provide technical support, but also engage with clients to ensure their success, troubleshoot complex issues, and contribute to the continuous improvement of our platform. If you are someone who is excited to be at the intersection of customer engagement and technical problem-solving, this is a great opportunity to grow in a dynamic, fast-paced environment. 

Responsibilities 

• Serve as the first point of contact for enterprise clients, providing technical assistance with platform access, model functionality, data integrations, and API connectivity 
• Troubleshoot and resolve technical issues, ensuring timely and effective solutions to maintain high client satisfaction and loyalty 
• Analyze large datasets and collaborate with clients to identify and solve data-related challenges that optimize their platform usage 
• Partner with engineering, product, and other internal teams to escalate and resolve complex issues 
• Stay up-to-date with emerging technologies, particularly AI and machine learning, to continually expand your knowledge and offer more value to clients 
• Contribute to Ikigai’s internal documentation repository by identifying and adding new solutions and troubleshooting steps based on your experiences 
• Proactively identify potential issues before they escalate and develop strategies to improve the client experience continuously 

Qualifications 

• At least 1-3 years of experience in a technical support or client-facing role, preferably with enterprise clients 
• High school diploma required; Associate’s or Bachelor’s degree in a relevant field (e.g., Computer Science, Information Technology) preferred 
• Solid working knowledge of Python and data analytics, along with familiarity with cloud platforms such as AWS and Azure 
• Strong troubleshooting skills with the ability to resolve technical issues quickly and effectively 
• Excellent communication skills, both written and verbal. Ability to explain complex technical concepts to non-technical clients 
• Ability to learn new technologies quickly, especially in AI and machine learning. 
• Familiarity with helpdesk software or ticketing systems like Zendesk is a plus 

Preferred Skills 

• Knowledge of data transformation (e.g. using python pandas library) database management, data integration, or data visualization is a plus 
• Experience documenting issues, creating ticket details, and communicating resolutions back to clients within Service Level Agreement timeframes 
• Exposure to AI or machine learning concepts (hands-on experience not required) 

Ikigai Labs is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry or citizenship, ethnicity, disability, military or protected veteran status, genetic information, sexual orientation, marital or familial status, or any other personal characteristic protected under applicable law.