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.

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

Customer Engineer

Responsibilities

Qualification

Required

Benefits

Company

Encord

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