Customer Engineer

Encord•New York, NY

2d•$110,000 - $130,000•Onsite

About The Position

This is a unique opportunity for an ambitious, multi-talented individual to help build our Customer Support function and have a massive impact on a high growth business. As a Customer Support 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 — 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 Customer Support team
Ability to thrive in a fast-paced, team-oriented environment
2–4 years of experience in a technical support or customer-facing engineering role such as Support Engineer, Technical Support Specialist, or Junior Solutions Engineer in a B2B SaaS environment
Full proficiency in Python and SQL, with the ability to read, write, and debug scripts and run queries to investigate customer issues
Experience interfacing with backend systems, logs, or APIs to diagnose and resolve technical issues before escalating to engineering
Demonstrated ability to manage a mixed queue of high-touch and low-touch customer requests, prioritising effectively and communicating clearly at every stage
Strong written and verbal communication skills, with the ability to translate technical problems into clear, empathetic responses for both developers and non-technical stakeholders
Experience collaborating with Engineering and Product teams to triage bugs, document recurring issues, and surface product improvement themes
Familiarity with support or ticketing tooling (e.g. ZenDesk, Intercom, Linear, or similar)

Nice To Haves

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 Customer Support 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