Technical Solutions Engineer, LLM Community Manager

Persons in these roles may work remotely from their home in the following locations: AZ, AK, CA, FL, GA, HI, IL, MA, MI, NJ, NY, OH, OR, TX, WA, PA. 

This is a temporary position scheduled for 4-6 months in length, with a possible conversion to full-time based on performance. 

Compensation Range: $109,920 - $160,480

Who You Are:

Ai2 is actively seeking an experienced Technical Solutions Engineer to join our team on a temporary basis, working during regular business hours in the Pacific Time zone (PT). This role requires a unique blend of experience working with LLM models and strong communication and community engagement skills, focusing on supporting our AI/LLM community on platforms like Hugging Face. You will handle a wide range of inquiries, from basic technical questions to complex, challenging issues that may engage even seasoned LLM researchers.

The Technical Solutions Engineer will be crucial in guiding users through installations, troubleshooting usage issues, handling feature and bug requests, and directing users to further support when needed. This role demands a proactive approach in documenting processes, identifying improvement opportunities, efficiently routing advanced requests within Ai2, and ensuring that our users have the tools and knowledge needed to fully utilize our AI/LLM resources on platforms such as HuggingFace, Discord, and GitHub. This position is key to building trust and fostering a community committed to advancing open AI.

As the front-line support for our vibrant community, the Technical Solutions Engineer will not only address technical queries but also drive the development of a world-class support experience for users of large language models and datasets.

This is a temporary position that is scheduled to be 3 to 6 months in length.

Who We Are: 

Join a dedicated team at Ai2 focused on enhancing public access to AI resources and optimizing usability. As the Technical Solutions Engineer, you'll address user inquiries on platforms like Hugging Face, Discord, and GitHub, collaborating closely with renowned LLM researchers to streamline user experiences. Our team values kindness, and open collaboration, encouraging each member to contribute to initiatives that enhance outreach and support. This role offers a unique opportunity to make a significant impact in the AI community by facilitating the understanding and application of cutting-edge technologies.

Your Next Challenge:

The essential functions include, but are not limited to the following:

• Represent Ai2 on community platforms such as HuggingFace, Discord, and GitHub, actively participating in discussions and upholding the organization's values.
• Maintain an updated understanding of LLM developments both within and outside Ai2 by collaborating with research and engineering teams, understanding product updates, new features, and technical details.
• Monitor these forums to identify, track, and respond to community support needs, escalating complex issues where necessary.
• Provide users with appropriate resources by directing them to documentation, guides, and external tools.
• Address deeper and more technical support needs by coordinating with internal points of contact.
• Develop and maintain support process documentation, FAQs, and guides to enhance users' technical troubleshooting capabilities and overall experience with our tools.
• Gather and analyze user feedback to inform product improvements and support process optimizations.
• Participate in community events and forums to foster strong relationships and maintain a positive presence in the user community.

What You’ll Need:

• Experience working with AI technologies and frameworks is required
• 1+ years of experience in installing, troubleshooting, and deploying models on Hugging Face
• Proficient with community platforms such as HuggingFace and GitHub, and Discord
• Demonstrated ability to communicate complex technical information in a clear and concise manner to a diverse audience
• Highly organized, capable of managing multiple tasks and inquiries simultaneously
• Demonstrated ability to work both independently and as part of a collaborative team 

Bonus Qualifications:

• Bachelor’s degree in Computer Science, or a related field, or equivalent practical experience
• 2 - 5+ years experience within the software development or AI/ML domains, capable of handling both routine and complex inquiries

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• The role requires the ability to remain in a stationary position for extended periods.
• Strong communication skills are essential to effectively exchange information.
• Must be capable of observing details at close range.

A Little More About Ai2:

The Allen Institute for Artificial Intelligence is a non-profit research institute in Seattle founded by Paul Allen. The core mission of Ai2 is to contribute to humanity through high-impact research in artificial intelligence. 

In addition to Ai2’s core mission, we also aim to contribute to humanity through our treatment of each member of the Ai2 Team. Some highlights are:

• We are a learning organization – because everything Ai2 does is ground-breaking, we are learning every day. Similarly, through weekly Ai2 Academy lectures, a wide variety of world-class AI experts as guest speakers, and our commitment to your personal on-going education, Ai2 is a place where you will have opportunities to continue learning alongside your coworkers. 
• We value diversity - We seek to hire, support, and promote people from all genders, ethnicities, and all levels of experience regardless of age. We particularly encourage applications from women, non-binary individuals, people of color, members of the LGBTQA+ community, and people with disabilities of any kind. 
• We value inclusion - We understand the value that people's individual experiences and perspectives can bring to an organization, and we are building a culture in which all voices are heard, respected and considered.
• We emphasize a healthy work/life balance – we believe our team members are happiest and most productive when their work/life balance is optimized. While we value powerful research results which drive our mission forward, we also value dinner with family, weekend time, and vacation time. We offer generous paid vacation and sick leave as well as family leave.
• We are collaborative and transparent – we consider ourselves a team, all moving with a common purpose. We are quick to cheer our successes, and even quicker to share and jointly problem solve our failures.
• We are in Seattle – and our office is on the water! We have mountains, we have lakes, we have four seasons, we bike to work, we have a vibrant theater scene, and we have so much else. We even have kayaks for you to paddle right outside our front door. We welcome interest from applicants from outside of the United States.
• We are friendly– chances are you will like every one of the 200+ (and growing) people who work here. We do. 

Ai2 is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. You may view the related Know Your Rights compliance poster and the Pay Transparency Nondiscrimination Provision by clicking on their corresponding links. 

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact the Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

We are committed to providing reasonable accommodations to employees and applicants with disabilities to the full extent required by the Americans with Disabilities Act (ADA). If you feel you need a reasonable accommodation pursuant to the ADA, you are encouraged to contact us at recruiting@allenai.org 

Benefits:

• Temporary team members and their families are covered by medical, dental, vision, and an employee assistance program. 
• Temporary team members are able to enroll in our health savings account plan, our healthcare reimbursement arrangement plan, and our health care and dependent care flexible spending account plans. 
• Temporary team members are able to enroll in our company’s 401k plan. 
• Temporary team members will receive $125 per month to assist with commuting or internet expenses and will also receive $200 per month for fitness and wellbeing expenses. 
• Temporary team members will also receive up to ten sick days per year, and twelve paid holidays throughout the calendar year.

 

 

 

 

Note: This job description in no way states or implies that these are the only duties to be performed by the team members(s) of this position. Team members will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the team member(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.

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Last updated on Aug 19, 2024