Customer Success Services Support (MaaS Service & Model Optimization)

Overview

Language Requirements

• Candidates must be proficient in at least **two** of the following languages:
• Arabic
• English
• Chinese

Work Arrangement

• On-site at client location in Riyadh, Saudi Arabia
• 5 shift options available
• Must be willing to participate in 7x24-hour on-call and standby rotations, respond promptly to urgent customer needs, and drive issue resolution to completion.

Job Overview

Key Responsibilitiesmodel Analysis & Diagnosis

• Analyze model performance across inference, generation, and review processes.
• Investigate and reproduce customer-reported issues, including output quality concerns and latency problems.
• Identify root causes and recommend improvements.

Model Optimization Support

• Provide guidance on Prompt Engineering and model fine-tuning strategies.
• Collaborate with internal AI and algorithm teams to improve model performance.
• Support optimization efforts for Arabic-language use cases and multilingual scenarios.

Technical Support & Consulting

• Assist customers with MaaS platform usage, model selection, API integration, and troubleshooting.
• Provide technical recommendations and best practices.
• Deliver customer-facing consultations and training when required.

Performance & Cost Management

• Monitor key service metrics such as TPM, TTFT, and success rates.
• Analyze resource consumption and model utilization.
• Recommend cost-effective model deployment and usage strategies.

Customer Communication

• Gather and communicate customer feedback accurately.
• Coordinate closely with internal engineering, product, and support teams.
• Support cross-cultural collaboration and ensure effective communication across teams.

Requirementsexperience

• Experience working with Large Language Models (LLMs), including model evaluation, application development, optimization, or technical support.
• Experience with MaaS platforms or AI-focused organizations is preferred.

Technical Skills

• Strong understanding of LLM fundamentals, including Transformer architecture, tokenization, and inference processes.
• Hands-on experience with Prompt Engineering.
• Familiarity with model evaluation methodologies and performance optimization.
• Knowledge of TensorFlow, PyTorch, or similar deep learning frameworks.

Communication Skills

• Strong verbal and written communication skills.
• Ability to explain complex technical concepts to both technical and non-technical audiences.

Language Requirements

• **Arabic:** Reading and writing proficiency; experience handling Arabic-language content is highly preferred.
• **English:** Professional working proficiency.
• **Chinese:** Ability to communicate effectively with China-based R&D teams.

Preferred Qualifications

• Experience with multilingual NLP projects, especially Arabic NLP.
• Experience supporting MaaS platforms such as Volcano Ark, Alibaba Cloud Tongyi, Tencent Cloud Hunyuan, or similar platforms.
• Overseas work or study experience.
• Strong understanding of model performance optimization and cost control.

Compliance & Culture

• Respect and understand Saudi Arabian laws, business culture, and social customs.
• Strong awareness of data security, privacy protection, and compliance requirements.
• Comfortable working in a fast-paced customer-facing environment with on-call responsibilities.

How To Apply