EncordCustomer Support Engineer
About us
Encord 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 $60M in Series C funding from Wellington Management, CRV, Next47 and Y Combinator.
The Role
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.
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 start-up
- Clear, accelerated growth opportunities as the company scales rapidly
- Strong in-person culture: 3–5 days/week in our newly launched North Beach loft 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