Founded in 2009, Zest AI has been pioneering innovative AI technology with a mission to expand credit access to create opportunities for more Americans to pursue their financial goals. Zest AI is transforming the $17 trillion US consumer credit market by delivering AI technology that helps lenders identify creditworthy borrowers overlooked by traditional methods, while leveling the playing field so financial institutions of all sizes can harness AI to provide better lending experiences.

With over 50 issued and pending patents across automation, accuracy, performance, and model explainability, Zest AI is a leader in financial technology, providing financial institutions with AI tools that create a more resilient US financial system and a stronger U.S. economy. With over 600 active AI models, financial institutions rely on Zest AI's comprehensive suite of solutions spanning marketing, underwriting, fraud detection, lending intelligence, and more to make smarter lending decisions while improving profitability. This US-based technology as a service company is headquartered in Los Angeles, California.

The Client Operations Engineer at Zest AI is our clients' trusted technical advisors, who:

1. Improve value understanding of technical limitations of clients’ existing systems.
2. Resolve clients’ issues / live issues (code red, code yellow).
3. Provide guidance to improve client outcomes while increasing Zestian efficiency.

As the complexity grows for us and our clients, we are looking to our Client Operations Engineers to strategize and lead clients to solutions. After interfacing with system administrators, analytics professionals, and underwriting leaders of our clients and partners, a Client Operations Engineer must be ready to interact and have technical discussions with data scientists and engineers to deliver the power of Zest AI’s models back to lending organizations. A Client Operations Engineer has a key role internally as well. You will be dynamic, highly cross-functional, and drive the client journey as Zest AI grows.

Responsibilities

Manage Client’s Lifecycle - Technical key areas such as:

• Onboarding
• Configurations
• Real-time support for multiple accounts across the spectrum of clients
• Ongoing technical client management

Manage Client Issues

• From first response through troubleshooting to resolution and client satisfaction
• Function as Tier 1 engineering support for clients
• Liaise closely with Zest AI technical teams to ensure that client issues, requests, and escalations are resolved

Client Operations

• Document client-related information such as system, Zest AI configuration, encountered issues, applied solutions, etc.
• Strategize and identify new use cases to delight clients with simpler solutions and provide scalable solutions across clients
• Engage with the product, software engineering team, and data scientists to guide client requests and define our roadmap
• Be a true advocate for client success
• Clients and internal stakeholders will look to you for advice and expertise

Application Integrity / Engineering / Tools

• Serve as a primary point responsible for monitoring and alerting on the security, health, performance, and capacity of our business systems that impact client experience
• Define and suggest tools for the tech team to optimize our ability to monitor our application stack effectively
• Lead Incident Response for live client issues, manage RCAs and identify areas of enhancement in tools and software
• Update / define client SLAs aligned with our service model

Competencies

• Minimum 5 years experience working in client-facing technical roles (in Technical Client/Customer Success, Sales Engineering, Technical Consulting, or related discipline)
• Experience at a SaaS company or with cloud architectures
• Outstanding communication and client relationship skills
• API data flows - the ability to dig deeper into requests, responses, parameters, and configurations
• Ability to communicate, discuss, and deliver technical solutions
• Demonstrated experience working with end-to-end service and data flows across internal and external systems
• Experience with technical issue investigation and troubleshooting
• Experience with testing and troubleshooting real-time production issues and driving requirements and application features toward enhanced site reliability
• Experience with Datadog or other monitoring tools
• Experience with Snowflake or similar tools
• Experience with Postman or similar tools
• API testing, including knowledge of best practice API authorization protocols
• Excellent organization skills and ability to multitask in a fast-paced startup environment
• Experience working with financial & consumer data, including personally identifiable information
• Documentation and knowledge-sharing mindset
• Team player
• Minimum of a Bachelor’s degree in computer science or related field
• Top 1% attention to detail