About Rhino

Rhino Federated Computing Rhino solves one of the biggest challenges in AI: seamlessly connecting siloed data through federated computing. The Rhino Federated Computing Platform (Rhino FCP) serves as the ‘data collaboration tech stack’, extending from providing computing resources to data preparation & discoverability, to model development & monitoring - all in a secure, privacy preserving environment. To do this, Rhino FCP offers flexible architecture (multi-cloud and on-prem hardware), end-to-end data management workflows (multimodal data, schema definition, harmonization, and visualization), privacy enhancing technologies (e.g., differential privacy), and allows for the secure deployment of custom code & 3rd party applications via persistent data pipelines. Rhino is trusted by >60 leading organizations worldwide - including 14 of 20 of Newsweek’s ‘Best Smart Hospitals’ and top 20 global biopharma companies - and is leveraging this foundation for financial services, ecommerce, and beyond.

The company is headquartered in Boston, with an R&D center in Tel Aviv.

About the Role

Key Responsibilities

• Own customer issues end-to-end, from troubleshooting, triaging, escalations, eventual resolution and communication.
• Co-ordinate with our engineering team to debug and resolve complex issues. 
• Keep track of open customer bugs and feature requests to influence product prioritization and provide timely customer updates upon resolution.
• Coordinate with customers’ IT engineers when needed for resolving issues.
• Contribute towards improvement of internal support tools, product documentation, playbooks, and SOPs.
• Provide feedback and collaborate cross-functionally with product and engineering teams to address customer issues with a focus on improving the product experience.
• Build and maintain relationships with technical stakeholders within customer organizations.

Required Skills

• Excellent communication and interpersonal skills.
• 3+ years of experience in technical roles- Support , SRE, DevOps, or Cloud Infra Engineering in an enterprise SaaS/PaaS/IaaS or Startup/Growth Stage companies.
• Hands-on experience with Cloud, Data Platform or AI Infrastructure building, and REST APIs/SDKs.
• Basic scripting/debugging (Python,  Unix shell, SQL, Terraform).
• Take full ownership of problems from start to finish, driving success for both the team and our customers.
• Strong organizational skills and ability to manage multiple customer needs simultaneously.
• Willingness to uplevel the knowledge and skills through mentorship, reading, training and shadowing.

Preferred Skills

• Experience with customer facing roles in an enterprise SaaS/PaaS/IaaS or Startup/Growth stage companies.
• Prior involvement in building support processes (e.g., ticket triage flow, RCA practices, playbooks). Incident management platforms (e.g., PagerDuty, Datadog, Jira, Zendesk, etc.)
• Cloud Platform Engineering or SRE/DevOps backgroud. Platforms with complex systems involving API integrations, secure compute environments, or data workflows.
• Cloud Knowledge - AWS, GCP, Azure.
• Familiarity with Kubernetes and Dockers. 
• Project Management mindset and experience - delivery excellence, stakeholder engagement, and impact measurement. 
• Degree in a quantitative field, with computer science or engineering. 

Location: Boston.