Customer Engineer at Encord in New York, NY

Job description

About us We're solving AI's hardest problem: alignment. Encord is the data layer for Physical AI and enterprise, serving as core infrastructure for 300+ of the world's leading AI teams, including Woven by Toyota, Hitachi, Skydio, AbbVie and Dyna, Walden and Agility Robotics. From autonomous vehicles and robotics to sports and healthcare, we're solving AI's hardest problem: turning complex, real-world data into production-ready intelligent systems. We're a team of founders, scientists, quants, researchers, and former Olympians, who’ve helped build some of the most successful companies in Silicon Valley, and alumni of MIT, Stanford, UC Berkeley, Oxford, Cambridge, and Imperial. We’ve raised $110M from legendary technology investors, early backers of companies like Databricks, ElevenLabs and Vercel, and we’re growing at an extraordinary pace. We're looking for exceptional people who want to help build a category-defining company, operating with high urgency and taking real ownership to help shape the future of AI. 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 techn