Customer Engineer
Encord · New York
About this role
## About Encord Encord is the universal data layer for AI—helping 300+ AI teams train and run models on the right data. The platform indexes, curates, annotates, and evaluates data across the full AI lifecycle (from development through production). Trusted by teams including Woven by Toyota, AXA, UiPath, Zipline, and more. ## Role: Customer Support Engineer Help build Encord’s Customer Support function and make a major impact in a high-growth business. You’ll work directly with customers building world-leading AI applications across verticals such as retail, insurance, and healthcare. You’ll collaborate closely with Customer Success, Engineering, and the co-founders to shape Encord’s direction and support a rapidly expanding customer base. ### What you’ll do - Own and drive Encord’s Customer Support function across multiple innovative verticals - Maintain clear communication with customers and internal teams to manage queries through to resolution - Propose and prototype technical solutions for customers using advanced features (e.g., Python SDK, Encord Active) - Investigate and resolve incoming support issues by working with backend systems before escalating to engineering - Partner with Engineering and Product to triage, investigate, and remediate issues; identify themes to inform the product roadmap - Build strong customer relationships—managing expectations with technical users and C-level stakeholders - Track response and resolution times, establish best practices, and continuously improve support processes ### Who we’re looking for - Experience supporting both high-touch and low-touch accounts - Previous support experience is desirable - Strong customer empathy (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 issues and communicate solutions clearly to internal teams and back to customers - Comfort discussing technology confidently - Growth mindset and willingness to help build 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 (e.g., Support Engineer, Technical Support Specialist, Junior Solutions Engineer) in a B2B SaaS environment - Full proficiency in Python and SQL (read/write/debug scripts; run queries to investigate issues) - Experience interfacing with backend systems, logs, or APIs to diagnose and resolve technical issues before escalating - Proven ability to manage a mixed queue of high-touch and low-touch requests—prioritizing effectively and communicating clearly - Strong written and verbal communication skills (translate technical problems into clear, empathetic responses) - Experience collaborating with Engineering/Product to triage bugs, document recurring issues, and surface product improvements - Familiarity with ticketing/support tools (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 and meaningful equity in a high-growth start-up - Clear, accelerated growth opportunities as the company scales - Strong in-person culture: 4 days/week - Flexible PTO - Annual learning & development budget - Comprehensive health, dent
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