Customer Engineer

The role

You will build the Customer Support function and work with customers to build AI applications. You will manage customer queries, prototype technical solutions, and collaborate with engineering and product teams.

What you will do

• Be accountable for Encord's Customer Support function
• Establish communication with customers and internal teams to manage queries
• Suggest and prototype technical solutions using Python SDK or Encord Active
• Interact with backend systems to investigate and resolve customer support queries
• Collaborate with engineering and product to triage, investigate and remediate queries
• Feed into product roadmap by raising themes across customer usage
• Build strong relationships with customers including technical users and C-Level executives
• Monitor query response and resolution times to establish best practices

Required qualifications

• 2–4 years of experience in a technical support or customer-facing engineering role in a B2B SaaS environment
• Full proficiency in Python and SQL
• Experience interfacing with backend systems, logs, or APIs to diagnose and resolve technical issues
• Ability to manage a mixed queue of high-touch and low-touch customer requests
• Strong written and verbal communication skills
• Experience collaborating with Engineering and Product teams
• Familiarity with support or ticketing tooling (e.g. ZenDesk, Intercom, Linear, or similar)
• Experience working with both high-touch and low-touch accounts
• Strong customer empathy
• Demonstrated experience with SQL and scripting languages such as Python or Ruby
• Ability to understand customer queries and communicate problems and solutions
• A love of technology

Nice to have

• Previous support experience is desirable
• 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

Benefits

• Competitive salary
• Meaningful equity
• Clear, accelerated growth opportunities
• Flexible PTO
• Annual learning & development budget
• Comprehensive health, dental, and vision coverage
• Frequent travel opportunities across the U.S., London, and Europe
• Daily lunches & dinners
• Bi-annual company offsites
• Monthly socials

About the company

Encord is the data layer for Physical AI and enterprise, serving as core infrastructure for 300+ leading AI teams. The team includes founders, scientists, quants, researchers, and former Olympians.