Customer Engineer

About usEncord is the universal data layer for AI that helps 300+ AI teams train and run models on the right data. Our platform indexes, curates, annotates, and evaluates data across the full AI lifecycle, from development through production. Trusted by Woven by Toyota, AXA, UiPath, Zipline, and more. We're an ambitious team of 100+ working at the frontier of AI and have raised $110M in funding, including a Series C backed by Wellington Management, CRV, Next47, and Y Combinator.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 doBe accountable for Encord's Customer Support function, working across a wide range of innovative verticalsEstablish open lines of communication both externally with customers and internally with Encord teams to manage customer queries through to resolutionSuggest and prototype technical solutions to customers who are using advanced features like the Python SDK or Encord ActiveUnderstand and interact with some of our backend systems to investigate and resolve incoming customer support queries before escalating to engineeringCollaborate 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 productBuild strong relationships with customers to resolve queries and manage expectations, including with technical users and C-Level executives at target organisationsMonitor query response and resolution times to establish best practices and iterate on our Customer Support processesWho we're looking forExperience working with both high-touch and low-touch accountsPrevious support experience is desirableStrong customer empathy — our customers are working on important, urgent, and interesting problemsDemonstrated experience with SQL and scripting languages such as Python or RubyAbility to understand customer queries and communicate problems and solutions to the internal team and back to customers at the appropriate level of detail and complexityA love of technology and the ability to talk about it confidentlyA growth mindset and willingness to contribute to the development of the Customer Support teamAbility to thrive in a fast-paced, team-oriented environmentExperience requirements2–4 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 environmentFull proficiency in Python and SQL, with the ability to read, write, and debug scripts and run queries to investigate customer issuesExperience interfacing with backend systems, logs, or APIs to diagnose and resolve technical issues before escalating to engineeringDemonstrated ability to manage a mixed queue of high-touch and low-touch customer requests, prioritizing effectively and communicating clearly at every stageStrong written and verbal communication skills, with the ability to translate technical problems into clear, empathetic responses for both developers and non-technical stakeholdersExperience collaborating with Engineering and Product teams to triage bugs, document recurring issues, and surface product improvement themesFamiliarity 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-upWhy EncordCompetitive salary and meaningful equity in a high-growth start-upClear, accelerated growth opportunities as the company scales rapidlyStrong in-person culture: 4 days/weekFlexible PTO to fully rechargeAnnual learning & development budgetComprehensive health, dental, and vision coverageFrequent travel opportunities across the U.S., London, and EuropeBi-annual company offsites, twice-weekly team lunches, and monthly socialsCompensation Range: $110K - $130KLocationNew York; San FranciscoEmployment TypeFull timeLocation TypeOn-siteDepartmentGTMField Engineering & OperationsCompensation$110K – $130K • Offers Equity