Customer Success Support Manger (MaaS Service & Model Optimization)

Who We Are

Position Summary

• We are 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. **WHAT YOU WILL BE DOING:**
• Analyze LLM performance in inference, generation, and moderation, and replicate customer-reported bad cases.
• Provide optimization suggestions like Prompt Engineering and Finetuning; collaborate with internal teams on model tuning, especially for Arabic processing.
• Provide professional technical support on MaaS platform usage, model selection, API calling, and cost optimization.
• Monitor key performance indicators (such as TPM, TTFT, success rate) and provide cost-effective model combination strategies.
• Utilize language advantages to accurately understand customer needs in Arabic scenarios, ensuring lossless communication.

Minimum 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).
• Native Mandarin and Arabic speaker level, used for highly efficient internal team collaboration.
• Fluent in spoken and written English, capable of participating in technical communication and reading/writing technical documents.
• 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
• *Beyondsoft provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type with regards to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the full employee lifecycle up through and including termination.*