Customer Success Field Engineer

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Customer Success Field Engineer

Location:
Remote, US (US-East Preferred)

Customer Success Field Engineer

Location:
Remote, US (US-East Preferred)

About Valid Mind

Valid Mind empowers financial services organizations to bring more trust and transparency to the world’s AI/ML/LLM models. With the rapid evolution of AI, increased regulatory scrutiny, and lack of fit-for-purpose tooling, financial services’ Model Risk Management (MRM) and AI Governance functions are under enormous pressure to ensure compliance. We are passionate about helping these organizations seamlessly and confidently test, validate, and document their business’ AI models while ensuring compliance with domestic and international AI and model risk regulations.

Field Engineer: MRM Platform Administration

Valid Mind Customer Success Field Engineers provide expert technical support and guidance to clients on implementing, maintaining, and operating MRM platforms. They ensure effective deployment, configuration, and management of these platforms to meet regulatory requirements and industry best practices.

Field Engineers work closely with clients to understand their needs, manage deployment plans, offer technical expertise, troubleshoot issues, and train platform engineers and administrators. They also assist with installation, configuration, and ongoing maintenance, monitoring platform performance to ensure uptime and identify potential problems.

Field Engineers are part of our Customer Success organization and work within dedicated customer account teams. These teams consist of a Customer Success Manager, who oversees overall account management and account team activities, and a Customer Success Architect, who focuses on user education and MRM platform configuration.

By providing this support, Field Engineers help clients manage model risk and achieve regulatory compliance. We seek individuals passionate about AI & Model Risk Management and eager to make a significant impact in this growing field. Apply for this exciting opportunity.

What You'll Be Doing & Your Impact

• Collaborate with clients to understand platform deployment requirements and identify potential risk areas.
• Review and analyze client deployment to assess conceptual soundness, methodology, integration needs, and performance metrics.
• Ensure client model usage aligns with relevant regulatory requirements and internal model governance policies.
• Collaborate with the model validation team to interpret workflow requirements and deployment configurations.
• Establish strong relationships with clients, acting as a trusted advisor on Valid Mind’s MRM Platform deployments.
• Deliver training sessions to client administrators on best practices for MRM Platform.
• Collaborate with other departments to resolve customer issues and improve the experience.
• Stay updated on product launches, policies, and industry trends to provide accurate customer information.
• Advocate for customers by sharing feedback and insights with the company.
• Participate in divisional activities as part of the Customer Success organization.

• Extensive background in Field Engineering, including exposure to platform deployments and cloud environments for AI Model Development & Model Risk Management (MRM)
• Experience with container based deployments that use Docker or Kubernetes
• Experience with cloud deployments including AWS, Azure, Google Cloud, etc.
• Excellent communication, interpersonal, and problem-solving abilities.
• Strong analytical skills, vital emotional intelligence, and a data-driven mindset
• US Eastern Time zone availability is required
• Travel is required for team events and customer visits

• Customer-facing role, often requiring regular client meetings and screen-shares, both remote and onsite requirements
• Startup mentality with a desire to assist beyond defined role responsibilities
• Experience with Generative AI and LLMs
• Familiarity with Zen Desk or related platforms