AI Platform Support Engineer

Encord; San Francisco (CA); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

Health coverage

Equity

Learning budget

Flexible PTO

Team offsites

Travel opportunities

Job summary

Encord is seeking a Customer Support Engineer to own the support function and help build world-leading AI applications for clients across retail, insurance, and healthcare. You’ll work with customers and cross-functional teams, shaping Encord's direction as the customer base expands.

Ideal candidates will have 2–4 years in technical support, be proficient in Python and SQL, and communicate clearly with both developers and executives.

Qualifications

• 2–4 years in a technical support or customer‑facing engineering role in a B2B SaaS environment.
• Proficiency in Python and SQL: read, write, and debug scripts and run queries.
• Experience interfacing with backend systems, logs or APIs to diagnose issues before escalation.
• Experience with ticketing tooling such as ZenDesk, Intercom, Linear or similar.
• Bonus: exposure to computer vision, ML workflows, or AI infrastructure; REST APIs or SDKs; startup experience.

Responsibilities

• Be accountable for Encord's Customer Support function across varied verticals.
• Communicate with customers and internal teams to manage queries through to resolution.
• Prototype technical solutions using features like the Python SDK or Encord Active.
• Investigate issues by interacting with backend systems before escalating to engineering.
• Collaborate with Engineering and Product to triage bugs and surface product improvements.
• Build relationships with customers, including technical users and executives, to manage expectations.
• Monitor response times and refine support processes.

Skills

Python

SQL

Customer empathy

Communication

Technical troubleshooting

Tools

ZenDesk

Intercom

Linear

Job description

Encord is seeking a Customer Support Engineer to own the support function and help build world-leading AI applications for clients across retail, insurance, and healthcare. You’ll work with customers and cross-functional teams, shaping Encord's direction as the customer base expands.

Ideal candidates will have 2–4 years in technical support, be proficient in Python and SQL, and communicate clearly with both developers and executives.