Customer Support Engineer
On-site
Full Time
#AI
#Computer Vision
#Customer Support
#SQL
#Python
#Ruby
#Customer Service
#Problem Solving
#Communication
#Technical Support
At Encord we are building the AI infrastructure of the future. The biggest challenge facing AI teams today is not flashy model architecture but the quality of the data used to train those models. For 95 percent of teams, preparing high-quality training data remains the most expensive and time-consuming step before an AI product reaches the market. Founded by ex-computer scientists, physicists and quants who experienced this bottleneck first-hand, Encord now counts sixty people, is backed by CRV and Y Combinator, and counts former Meta VP of AI Luc Vincent among its advisers. Our customers consistently rate us the best tool in the market, and we are growing fast.
About the Role
We are hiring a Senior Customer Support Engineer on a full-time basis. In this position you will own the customer support function, helping innovative companies adopt computer-vision technologies across retail, insurance, healthcare and other verticals while working closely with our Customer Success, Engineering and co-founder teams.
Key Responsibilities
- Own Encord’s customer support function end-to-end, managing queries from a wide range of innovative verticals and ensuring timely resolution.
- Build open communication channels with customers and internal teams, triaging issues, investigating backend systems and escalating only when necessary.
- Prototype technical solutions for advanced product features such as the Python SDK or Encord Active, and feed recurring themes back into the product roadmap.
Requirements
- Several years of experience supporting both high-touch and low-touch customer accounts, ideally in a technical support capacity.
- Strong proficiency with SQL and scripting languages such as Python or Ruby, coupled with the ability to translate complex technical concepts for varied audiences.
- Demonstrated customer empathy, a genuine love of technology, and a growth mindset that thrives in a fast-paced, team-oriented environment.
- Fluency in English and the willingness to collaborate across engineering, product and leadership teams.
Location
This role is based on-site in the United Kingdom.
Compensation and Benefits
We offer a competitive salary, commission and equity in a hyper-growth business. Additional benefits include 25 days of annual leave plus public holidays and a strong in-person culture where most teammates work from the office at least three days each week. As we scale from 60 to many more people over the next 24 months, you will have extensive opportunities to shape your own career path.
