Customer Support Engineer

Customer Support Engineer at Encord

Location:

San Francisco, CA

At Encord, we're building the AI infrastructure of the future. The biggest challenge AI companies face today is all about data quality. The success of any AI application relies on the quality of a model's training data, and for 95% of teams, this step is both the most costly and time‑consuming in getting their product to market.

As ex‑computer scientists, physicists, and quants we felt first‑hand how the lack of tools to prepare quality training data was impeding progress. AI today is like the early days of computing or the Internet: the potential is clear, but the tools and processes are primitive. This is why we started Encord.

We are a talented and ambitious team of 100+ working at the cutting edge of computer vision and deep learning, backed by top investors, including CRV and Y Combinator, and industry leaders. We are one of the fastest growing companies in our space, consistently rated as the best tool in the market by our customers. We have big plans ahead and are looking for a rockstar Customer Support Engineer to be the first on the ground in San Francisco.

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 work with our customers to build 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. You will be in for a fun ride!

• Accountable for Encord’s Customer Support function across a wide range of innovative verticals.
• Establish open lines of communication externally with customers and internally with Encord teams to manage customer queries through to resolution.
• Suggest and prototype technical solutions to customers using advanced features like the Python SDK or Encord Active.
• Understand and interact with backend systems to investigate and resolve incoming support queries before escalating to engineering.
• Collaborate with engineering and product stakeholders to triage, investigate, and remediate queries; feed themes into product roadmap.
• Build strong relationships with customers to resolve queries and manage expectations, including 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.

• 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. Someone who enjoys the customer's smile and gratitude when your skills make their life easier.
• Demonstrated experience and facility 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.
• Love technology and being able to talk about it.
• Have a growth mindset and be willing to contribute to the development of the Customer Support team.
• Ability to thrive in a fast‑paced, team‑oriented environment.

We encourage people from all backgrounds, cultures and skill levels to apply. It is okay to not meet all requirements listed as we are looking for individuals who are passionate and eager to learn.

• Competitive salary, commission and equity in a hyper‑growth business.
• Strong in‑person culture: most of our team is in the office 3+ days a week.
• 18 days annual leave a year + public holidays.