Customer Support Engineer

Product /
Full time /
About Us  
At Encord, we're building the AI infrastructure of the future. The biggest challenge AI companies face today is not half as glamorous as the outside world may think: it's all about data quality. In fact, the success of any AI application today relies on the quality of a model's training data — and for 95% of teams, this essential step is both the most costly, and the most 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 the progress of building AI. AI today is what the early days of computing or the internet were like, where the potential of the technology is clear, but the tools and processes surrounding it are still primitive, preventing the next generation of applications. This is why we started Encord.

We are a talented and ambitious team of 60, working at the cutting edge of computer vision and deep learning, backed by top investors, including CRV and Y Combinator, leading industry executives like Luc Vincent, former VP of AI at Meta, and other top Bay Area leaders in AI. We are one the fastest growing companies in our space, and 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 join us in building our GTM team.

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, 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!  

- 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. This includes 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.

 About you 
- Experience of 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.
- Understand customer queries and communicate problems and solutions to the internal team and back to customers at the appropriate level of detail and complexity.
- You 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.   

What We Offer  
- 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.
- Room to grow into anything you choose to — a year ago we were 25 people, now we're 60. We'll be growing insanely fast over the next 24 months and you'll have all the opportunities for growth as you can handle.
- 25 days annual leave a year + public holidays.

Encord offers a unique opportunity to be part of a startup with a clear mission and vision. You will get to explore and build services enterprise AI use cases across many different industry verticals such as healthcare, surveillance, retail, agriculture and many more. 

Our work is at the cutting edge of computer vision and deep learning, which also includes working on solving unsolved problems within those fields.