AI Platform Customer Service Engineer- Chantilly, VA - TS​/SCI CI Polygraph Customer Service

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.

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.

• 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 elevate critical platform issues as 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.

• 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 stakeholders across engineering, sales, and program management to deliver an exceptional customer experience.

• 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.

• 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.

Estimated Min Rate: $63.00

Estimated Max Rate: $90.00