Customer 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

About Us
Encord is the universal data layer for AI that helps 300+ AI teams train and run models on the right data. Our platform indexes, curates, annotates, and evaluates data across the full AI lifecycle, from development through production.
Trusted by Woven by Toyota, AXA, UiPath, Zipline, and more. We're an ambitious team of 100+ working at the frontier of AI and have raised $110M in funding, including a Series C backed by Wellington Management, CRV, Next47, and Y Combinator.
The role
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.
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: 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
  

Compensation Range: $110K - $130K