AI Platform Customer Service Engineer needed for a Long-Term Contract opportunity with SOC’s client to work onsite in Chantilly, VA.

*Candidate must have an active TS/SCI CI Polygraph clearance to be considered for this role.

JOB SUMMARY

If you enjoy working with new technologies, enterprise-leading equipment, and have a passion for building and maintaining AI infrastructures, we would like to speak to you. This position plays a key role in supporting customers leveraging next-generation infrastructure to drive innovation in the Artificial Intelligence (AI) field. You will join a diverse team of engineers responsible for ensuring that customers achieve their desired outcomes with our AI-powered solutions by providing strategic guidance, technical support, and relationship management. The AI Platform Customer Service Engineer (CSE) helps identify customer pain points, maximize product value, and deliver measurable success.

KEY RESPONSIBILITIES

• Relationship Management: Develop long-term relationships with customers that drive trust, project loyalty, retention, and program growth.

• Technical Advisory: Articulate the core value proposition of the AI infrastructure, address customer concerns, and provide clear, non-technical explanations of complex features and benefits.

• Issue Resolution & Escalation: Identify and resolve technical problems, work collaboratively with internal engineering teams, and escalate critical platform issues when necessary.

• Customer Insight Gathering: Gather continuous insights from customers regarding their operational needs, bottlenecks, and milestones to develop targeted strategies for platform success.

• Change & Release Management: Manage product evolution pipelines effectively, communicating software updates or feature modifications to customers to ensure a smooth transition.

• Data-Driven Tracking: Interpret data metrics, track customer engagement, and identify trends in platform usage patterns to optimize performance.

• Field Support & Travel: Travel up to 20% of the time, as required, to perform on-site installations, maintenance, and troubleshooting activities at customer sites or data centers.

TECHNICAL COMPETENCIES

• AI/ML Foundations: Basic understanding of Artificial Intelligence and Machine Learning workflows, including data preprocessing, model training, and infrastructure deployment models.

• Product Domain Knowledge: Deep conceptual understanding of the AI platform's technical features, core functionalities, and structural limitations.

• Data Analysis Skills: Familiarity with basic data analysis metrics to track user adoption, capture trends, and interpret system performance logs.

• Cross-Functional Collaboration: Ability to align and work closely with diverse stakeholders across engineering, sales, and program management to deliver an exceptional customer experience.

LEADERSHIP & PROFESSIONAL SKILLS

• Technical Translation: Outstanding ability to translate highly complex technical engineering terms into accessible, business-focused guidance for customers.

• Problem-Solving: Strong analytical skills to unpack deployment issues and identify user friction points early.

• Communication & Tone: Exceptional interpersonal and communication skills built for managing high-visibility customer relationships within secure federal spaces.

• Adaptability: Eagerness to absorb new technical workflows and guide customers through rapidly evolving cloud-native and AI environments.

EDUCATION, EXPERIENCE & CERTIFICATIONS

• Experience Profile: Junior-level experience in a technical customer support, systems support, or engineering interface role.

• Certifications (Required): Current DoD 8570 IAM Level II or IAT equivalent baseline certification (e.g., Security+, CCNA, CISSP).

• Compliance Prerequisites: Successful completion of a comprehensive background investigation and drug urinalysis screening.

Employment Prerequisites
The following requirements must be met to be eligible for this position: successful completion of a background investigation and drug urinalysis.

SOC, a Day & Zimmermann company, is an Equal Opportunity Employer, EOE AA M/F/Vet/Disability.

Note: Any pay ranges displayed are estimations, which may have been provided by job boards. Actual pay is determined by an applicant’s experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.