The roleThis 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.
What you'll do- 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
Who we're looking for- 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
Experience requirements- 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)
- 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
Why Encord- Competitive salary, commission, and meaningful equity in a high-growth startup
- Clear, accelerated growth opportunities as the company scales rapidly
- Strong in-person culture: 3-5 days/week in our newly launched NYC office
- Flexible PTO to fully recharge
- 18 paid vacation days in the U.S. plus federal holidays
- Annual learning & development budget
- Comprehensive health, dental, and vision coverage
- Frequent travel opportunities across the U.S., London, and Europe
- Bi-annual company offsites, twice-weekly team lunches, and monthly socials
