Software Engineer, Customer Accounts

About Phaidra

Phaidra is building the future of industrial automation.

The world today is filled with static, monolithic infrastructure. Factories, power plants, buildings, etc. operate the same they've operated for decades — because the controls programming is hard-coded. Thousands of lines of rules and heuristics that define how the machines interact with each other. The result of all this hard-coding is that facilities are frozen in time, unable to adapt to their environment while their performance slowly degrades.

Phaidra creates AI-powered control systems for the industrial sector, enabling industrial facilities to automatically learn and improve over time. Specifically:

• We use reinforcement learning algorithms to provide this intelligence, converting raw sensor data into high-value actions and decisions.
• We focus on industrial applications, which tend to be well-sensorized with measurable KPIs — perfect for reinforcement learning.
• We enable domain experts (our users) to configure the AI control systems (i.e. agents) without writing code. They define what they want their AI agents to do, and we do it for them.

Our team has a track record of applying AI to some of the toughest problems. From achieving superhuman performance with DeepMind's AlphaGo, to reducing the energy required to cool Google's Data Centers by 40%, we deeply understand AI and how to apply it in production for massive impact.

Phaidra is based in the USA but 100% remote; we do not have a physical office. We hire employees internationally with the help of our partner, OysterHR. Our team is currently located throughout the USA, Canada, UK, Norway, Italy, Portugal, and India.

**Please only apply to one opening. If you are a better fit for another opening, our team will move your application. Candidates who apply to multiple openings will not be considered.**

Who you are

You’re a driven and experienced software engineer and data scientist, that has a passion for delighting customers with exceptional products and services. You are bold and creative, and have deep empathy for customers, who may not be tech-savvy. You excel at responding to real world customer software implementation challenges by researching, designing and developing solutions that improve the customer experience and make our products better.

You’re an organized, independent worker, and a dependable teammate. You have a passion to learn about different industries and technologies, and for helping customers operate their chiller plants more efficiently with Phaidra’s AI supervisory control system. Your expertise and tenacity will support the configuration, installation and continuous operation of AI Agents on our customers industrial plants, while growing customer relationship for future expansion and advocacy.

We are seeking a team member located within one of the following areas: United States or Europe.

Responsibilities

• As an organization, we strongly believe in expertise across the stack. As such, as you support our customers you will experience flavors of Data Science, Machine Learning, and Software Engineering. In particular, you will:
  • Interact with components of the AI platform (model training, evaluation & monitoring and realtime decision making for autonomous control of industrial systems) and Data platform (distributed data processing and data health monitoring alerts).
  • Perform DevOps duties of CI/CD and customer system release and deployment management.
• Work as a dedicated software engineer in support of the customization and deployment of AI Agents for assigned customers.
• After product deployment, continue to serve customers by helping to resolve product issues, improve system configuration and ensuring the timely and thorough resolution of software engineering related challenges
• Serve as the main point of contact for resolving all software engineering related customer challenges in collaboration with the extended Phaidra team to ensure an excellent customer experience.
• Review, prioritize, analyze, and resolve customer onboarding and support related tasks on a daily basis.
• Effectively communicate within the Phaidra organization and directly with customers as warranted.
• Work with Solutions Architects to resolve AI Agent related events for the customer.
• Work with our product team to continuously improve how we set customer expectations in order to deliver a better customer experience.
• Maintain clear and concise documentation of yo