Customer Engineer

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.

• 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

• Competitive salary, commission, and meaningful equity in a high-growth start-up

• Clear, accelerated growth opportunities as the company scales rapidly

• Strong in-person culture: 4 days/week

• Flexible PTO to fully recharge

• Annual learning & development budget

• Comprehensive health, dental, and vision coverage

• Frequent travel opportunities across the U.S., London, and Europe

• Bi-annual company offsites, twice-weekly team lunches, and monthly socials

• 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

• 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 technical issues before escalating to engineering

• Demonstrated ability to manage a mixed queue of high-touch and low-touch customer requests, prioritising effectively and communicating clearly at every stage

• Strong written and verbal communication skills, with the ability to translate technical problems into clear, empathetic responses for both developers and non-technical stakeholders

• Experience collaborating with Engineering and Product teams to triage bugs, document recurring issues, and surface product improvement themes

• Familiarity with support or ticketing tooling (e.g. ZenDesk, Intercom, Linear, or similar)

• Bonus: Exposure to computer vision, ML workflows, or AI infrastructure products; experience with REST APIs or SDKs; prior experience in an early-stage or high-growth start-up