Encord
The Active Learning Platform for AI & Computer Vision
computer vision • artificial intelligence • machine learning • software-as-a-service
51 - 200
Customer Support Engineer
June 21
🏢 In-office - London
Encord
The Active Learning Platform for AI & Computer Vision
computer vision • artificial intelligence • machine learning • software-as-a-service
51 - 200
Description
• 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. This includes 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
Requirements
• Experience of 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. Someone who enjoys the customer's smile and gratitude when your skills make their life easier • Demonstrated experience and facility with SQL and scripting languages such as Python or Ruby • Understand customer queries and communicate problems and solutions to the internal team and back to customers at the appropriate level of detail and complexity • You love technology and being able to talk about it • Have a growth mindset and be willing to contribute to the development of the Customer Support team • Ability to thrive in a fast-paced, team-oriented environment
Benefits
• Competitive salary, commission and equity in a hyper growth business • Strong in-person culture: most of our team is in the office 3+ days a week • Room to grow into anything you choose to — a year ago we were 25 people, now we're 60. We'll be growing insanely fast over the next 24 months and you'll have all the opportunities for growth as you can handle • 25 days annual leave a year + public holidays
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