Customer Support Lead for Danish Centre for AI Innovation

Are you passionate about providing exceptional technical support in a cutting-edge AI environment? We are looking for a proactive and strategic Customer Support Lead to join the Danish Centre for AI Innovation (DCAI) in Copenhagen. As a key player in our mission, you will oversee the operation and optimal performance of Gefion, one of the world’s most advanced AI supercomputers. If you thrive in a dynamic, start-up environment and are excited about managing a centralized support function to ensure a seamless user experience, this is the perfect opportunity for you.

About Us

DCAI is at the forefront of advancing AI research and development, driving innovation in critical areas such as healthcare, life sciences, and environmental sustainability. Supported by the Novo Nordisk Foundation and in collaboration with NVIDIA, DCAI is spearheading the establishment of Gefion, a state-of-the-art NVIDIA DGX SuperPOD designed to support large-scale AI projects. This initiative provides Danish researchers with unprecedented access to cutting-edge AI technology and expertise, positioning Denmark at the forefront of global technological innovation.

The Job

As the Customer Support Lead at DCAI, you will take full ownership of building and managing the support function from the ground up. Acting as the sole point of contact for all support operations, you will coordinate efforts to resolve a range of technical issues, ensuring a smooth and efficient user experience. You will work closely with users, stakeholders, and technical teams to address technical challenges, anticipate potential issues, and implement solutions that enhance the overall performance and usability of the Gefion supercomputer. This role offers a unique opportunity to shape the support framework for one of the world’s most advanced AI infrastructures, driving continuous improvement and excellence in user service.

Requirements

You key responsibilities and tasks include:

• Centralized Support Management: Establish and manage a central product support function, utilizing existing engineering resources and external vendors to ensure a seamless user experience. You will be the one-person team responsible for coordinating all efforts and delivering support.
• Technical Documentation Development: Develop technical documentation, including guides for debugging, troubleshooting common user issues, and optimizing workflows. Create user manuals and training materials to help researchers effectively navigate and utilize the supercomputer’s capabilities.
• First-Line Support Provision: Provide first-line support to researchers and users, addressing technical issues and queries related to the supercomputer and associated software platforms.
• Support Process Refinement: Assist in defining and refining the support setup and processes during the project’s startup phase, contributing to a culture of learning and adaptation.
• Technical Troubleshooting: Troubleshoot and resolve technical problems, ensuring minimal downtime and optimal performance of the supercomputer. Work closely with other technical teams to escalate and resolve complex issues efficiently.

Professional and personal qualifications

To succeed in this role, we imagine that you have:

• Proven experience in a technical support or customer support role, ideally within a high-performance computing (HPC) or AI environment.
• Strong problem-solving skills with the ability to diagnose, troubleshoot, and resolve a range of technical issues effectively.
• Excellent communication skills with the ability to interact confidently with researchers, users, and stakeholders at all levels.
• A proactive, self-motivated approach, capable of working independently in a fast-paced, start-up environment.
• Experience in developing technical documentation and user training materials.
• A passion for technology and innovation, with a keen interest in AI and its applications to solve global challenges.

We offer

Joining DCAI offers a unique opportunity to be at the forefront of AI innovation. As part of this new organization, you will gain hands-on experience in managing support operations for one of the world’s most advanced AI supercomputers. Your contributions will directly impact critical research projects, making this a highly rewarding and impactful role.

Application and Information

This recruitment is assisted by Capax Recruitment. If you would like to learn more about the position, please feel free to reach out to Bendikte Heinild at [email protected].

Candidates are encouraged to submit their applications as soon as possible, and no later than October 1st 2024, by clicking the “Apply now” button.

By submitting your application to the Danish Centre for AI Innovation, you acknowledge that your personal data will be processed in accordance with applicable data protection laws. Applicant data will be collected and stored by Novo Nordisk Foundation, which is responsible for data processing. By applying, you consent to your information being included in the Novo Nordisk Foundation’s system and used for recruitment purposes related to this position. You may contact us at any time with questions about data handling or to exercise your GDPR right.

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