Customer Engineer

Customer Support EngineerThis 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.Be accountable for Encord's Customer Support function, working across a wide range of innovative verticalsEstablish open lines of communication both externally with customers and internally with Encord teams to manage customer queries through to resolutionSuggest and prototype technical solutions to customers who are using advanced features like the Python SDK or Encord ActiveUnderstand and interact with some of our backend systems to investigate and resolve incoming customer support queries before escalating to engineeringCollaborate 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 productBuild strong relationships with customers to resolve queries and manage expectations, including with technical users and C-Level executives at target organisationsMonitor query response and resolution times to establish best practices and iterate on our Customer Support processesExperience working with both high-touch and low-touch accountsPrevious support experience is desirableStrong customer empathy — our customers are working on important, urgent, and interesting problemsDemonstrated experience with SQL and scripting languages such as Python or RubyAbility to understand customer queries and communicate problems and solutions to the internal team and back to customers at the appropriate level of detail and complexityA love of technology and the ability to talk about it confidentlyA growth mindset and willingness to contribute to the development of the Customer Support teamAbility to thrive in a fast-paced, team-oriented environment2–4 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 environmentFull proficiency in Python and SQL, with the ability to read, write, and debug scripts and run queries to investigate customer issuesExperience interfacing with backend systems, logs, or APIs to diagnose and resolve technical issues before escalating to engineeringDemonstrated ability to manage a mixed queue of high-touch and low-touch customer requests, prioritising effectively and communicating clearly at every stageStrong written and verbal communication skills, with the ability to translate technical problems into clear, empathetic responses for both developers and non-technical stakeholdersExperience collaborating with Engineering and Product teams to triage bugs, document recurring issues, and surface product improvement themesFamiliarity with support or ticketing tooling (e.g.

ZenDesk, Intercom, Linear, or similar)Competitive salary, commission, and meaningful equity in a high-growth start-upClear, accelerated growth opportunities as the company scales rapidlyStrong in-person culture: 4 days/weekFlexible PTO to fully rechargeAnnual learning & development budgetComprehensive health, dental, and vision coverageFrequent travel opportunities across the U.S., London, and EuropeBi-annual company offsites, twice-weekly team lunches, and monthly socials