Encord

3 weeks ago

Customer Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Own and scale the Customer Support function by resolving customer queries end-to-end and partnering with Customer Success and Engineering. Triage and debug issues using backend systems, logs, and APIs, and propose technical fixes for advanced features like the Python SDK and Encord Active. Collaborate with engineering and product to identify recurring themes, improve processes, and feed insights into the roadmap. Build strong relationships with technical users and C-level stakeholders.

Location: New York

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Be accountable for the Customer Support function across multiple customer verticals.
•Manage customer queries from first contact through resolution by establishing internal/external communication.
•Suggest and prototype technical solutions for customers using advanced product features like the Python SDK and Encord Active.
•Investigate and resolve issues by interacting with backend systems, logs, and APIs before escalating to engineering.
•Collaborate with engineering and product to triage and remediate issues and inform the product roadmap with recurring themes.

Travel: Medium travel

Pay and Benefits

Salary: USD 110,000 - 130,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVisionPaid LeaveLearning Budget

Key Requirements

•2–4 years in a technical support or customer-facing engineering role in a B2B SaaS environment.
•Full proficiency in Python and SQL, including reading, writing, debugging scripts, and running queries to investigate issues.
•Experience interfacing with backend systems, logs, or APIs to diagnose and resolve technical problems before escalating to engineering.
•Demonstrated ability to manage a mixed queue of high-touch and low-touch customer requests with effective prioritization and clear communication.
•Familiarity with support/ticketing tools such as ZenDesk, Intercom, or Linear.

Experience:2-4 yearsB2B SaaSComputer visionMachine learningAIEarly-stage startup

Skills:Customer empathyCommunicationProblem-solvingGrowth mindsetAbility to thrive in fast-paced environments

Tech Stack:PythonSQLRubyREST APIsSDKsZenDeskIntercomLinearPython SDKEncord Active

Company Brief

Encord

Provides a computer vision data platform for labeling, dataset management, and model evaluation, enabling teams to build, validate, and monitor ML models with collaboration and tooling for high-quality annotated data.

Industry: Data Infrastructure

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Funding: Series A

Headquarters: London, United Kingdom

Founded: 2019

Website LinkedIn

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Encord

3 weeks ago

Customer Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: New York

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Be accountable for the Customer Support function across multiple customer verticals.
•Manage customer queries from first contact through resolution by establishing internal/external communication.
•Suggest and prototype technical solutions for customers using advanced product features like the Python SDK and Encord Active.
•Investigate and resolve issues by interacting with backend systems, logs, and APIs before escalating to engineering.
•Collaborate with engineering and product to triage and remediate issues and inform the product roadmap with recurring themes.

Travel: Medium travel

Pay and Benefits

Salary: USD 110,000 - 130,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVisionPaid LeaveLearning Budget

Key Requirements

•2–4 years in a technical support or customer-facing engineering role in a B2B SaaS environment.
•Full proficiency in Python and SQL, including reading, writing, debugging scripts, and running queries to investigate issues.
•Experience interfacing with backend systems, logs, or APIs to diagnose and resolve technical problems before escalating to engineering.
•Demonstrated ability to manage a mixed queue of high-touch and low-touch customer requests with effective prioritization and clear communication.
•Familiarity with support/ticketing tools such as ZenDesk, Intercom, or Linear.

Experience:2-4 yearsB2B SaaSComputer visionMachine learningAIEarly-stage startup

Skills:Customer empathyCommunicationProblem-solvingGrowth mindsetAbility to thrive in fast-paced environments

Tech Stack:PythonSQLRubyREST APIsSDKsZenDeskIntercomLinearPython SDKEncord Active

Company Brief

Encord

Industry: Data Infrastructure

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Funding: Series A

Headquarters: London, United Kingdom

Founded: 2019

Website LinkedIn