Client-Facing Engineer

Encord•New York, NY

About The Position

This is a unique opportunity for an ambitious, multi-talented individual to help build our Client Engineering function and have a massive impact on a high growth business. As a Client-facing Engineer, you will be working with our customers on building world-leading AI applications across a broad set of verticals including retail, insurance, and healthcare. You will also work closely alongside the wider Customer Success and Engineering teams as well as the co-founders to shape Encord's direction and help us manage our rapidly expanding customer base. The ideal candidate is a superstar who is willing to work hard, roll up their sleeves and take responsibility for managing innovative companies adopting computer vision technologies.

Requirements

Experience working with both high-touch and low-touch accounts
Previous support experience is desirable
Strong customer empathy â our customers are working on important, urgent, and interesting problems
Demonstrated experience with SQL and scripting languages such as Python or Ruby
Ability to understand customer queries and communicate problems and solutions to the internal team and back to customers at the appropriate level of detail and complexity
A love of technology and the ability to talk about it confidently
A growth mindset and willingness to contribute to the development of the client-facing team
Ability to thrive in a fast-paced, team-oriented environment
2â4 years of experience in a technical, client-facing role such as Technical Support Engineering, Client Engineering, Solutions Engineering, or Technical Account Management in a B2B SaaS environment
Proficiency in Python and SQL, with the ability to write and debug scripts, query databases, and prototype lightweight technical solutions independently
Experience investigating and resolving technical issues by interfacing with backend systems, logs, or APIs â comfortable going deep before escalating to engineering
Proven ability to manage a mixed portfolio of high-touch and low-touch accounts, adapting communication style and depth of engagement accordingly
Strong written and verbal communication skills, with the ability to translate complex technical issues into clear, actionable responses for both technical users and non-technical executives
Experience collaborating cross-functionally with Engineering and Product teams to triage issues, document bugs, and surface customer-driven product insights
Familiarity with ticketing or support tooling (e.g. Zendesk, Intercom, Linear, or similar)

Nice To Haves

Bonus: Exposure to computer vision, ML workflows, or AI infrastructure products; experience with REST APIs or SDKs; prior experience in an early-stage or high-growth start-up

Responsibilities

Be accountable for Encord's Client-facing function, working across a wide range of innovative verticals
Establish open lines of communication both externally with customers and internally with Encord teams to manage customer queries through to resolution
Suggest and prototype technical solutions to customers who are using advanced features like the Python SDK or Encord Active
Understand and interact with some of our backend systems to investigate and resolve incoming customer support queries before escalating to engineering
Collaborate with internal stakeholders in engineering and product to triage, investigate, and remediate queries; feed into product roadmap by raising themes across customer usage and possible areas to improve the product
Build strong relationships with customers to resolve queries and manage expectations, including with technical users and C-Level executives at target organisations
Monitor query response and resolution times to establish best practices and iterate on our Customer Support processes