Customer Support Engineer

What you'll do

• 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
• 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

Experience requirements

• 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

Why Encord

• 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: 3–5 days/week in our newly launched North Beach loft office
• Flexible PTO to fully recharge
• 18 paid vacation days in the U.S. plus federal holidays
• 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