Customer Services Manager📣 Job Ad

Position Summary:
Our client is seeking a technical expert with deep understanding and practical experience in the Model as a Service (MaaS) field for the Saudi Riyadh project. You will be on-site as the bridge connecting customer business needs with LLM capabilities. Your key responsibility is to understand how customers use models, diagnose performance in specific scenarios, and collaborate with internal teams for targeted optimization to achieve the best balance of effect and cost, while utilizing language skills to optimize Arabic-related model tasks.

Responsibilities:

• Model Application Analysis and Diagnosis: Analyze LLM performance in inference, generation, and moderation, and replicate customer-reported bad cases.
• Model Optimization and Tuning Support: Provide optimization suggestions like Prompt Engineering and Finetuning; collaborate with internal teams on model tuning, especially for Arabic processing.
• Front-line Technical Support and Consulting: Provide professional technical support on MaaS platform usage, model selection, API calling, and cost optimization.
• Performance and Cost Monitoring: Monitor key performance indicators (such as TPM, TTFT, success rate) and provide cost-effective model combination strategies.
• Cross-Cultural Communication and Collaboration: Utilize language advantages to accurately understand customer needs in Arabic scenarios, ensuring lossless communication.

Qualifications:

• LLM-related project experience (such as model evaluation, development, optimization, or technical support); experience in MaaS platforms or large AI companies is preferred.
• Deep understanding of underlying LLM logic (Transformer, Tokenization, inference processes); experience in Prompt Engineering; familiar with model evaluation metrics and knowing deep learning on mainstream frameworks (TensorFlow, PyTorch).
• Language: Mandarin: Native speaker level, used for highly efficient internal team collaboration. English: Fluent in spoken and written English, capable of participating in technical communication and reading/writing technical documents. Proficient in Arabic reading and writing, capable of processing and analyzing Arabic language.
• On-site resident support at customer site; short-term business travel may be required.
• Able to accept 7x24 on-call schedules, responding quickly to urgent customer needs.
• Respect and understand local Saudi laws, regulations, business culture, and social customs.
• Possess a high awareness of data security and privacy protection, strictly complying with company and customer data regulations.