Customer Engineer

About us We're solving AI's hardest problem: alignment.   Encord is the data layer for Physical AI and enterprise, serving as core infrastructure for 300+ teams at the cutting edge of AI, including Woven by Toyota, Hitachi, Skydio, AbbVie, Dyna, Walden, and Agility Robotics. From autonomous vehicles and robotics to sports and healthcare, we're solving AI's hardest problem: turning complex, real-world data into production-ready intelligent systems.   We're a team of former founders, scientists, quants, researchers, and even Olympians who’ve helped build some of the most successful companies in Silicon Valley, and alumni of MIT, Stanford, UC Berkeley, Oxford, Cambridge, and Imperial. We’ve raised $110M from early investors in companies like Databricks, ElevenLabs, and Vercel, and we’re growing at an extraordinary pace.   We're looking for exceptional people who want to help build a category-defining company, operating with high urgency and taking real ownership to help shape the future of AI. 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, prioritizing 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 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 - Daily lunches & dinners - Bi-annual company offsites and monthly socials OPERATING PRINCIPLES   High agency You see something broken, you fix it or find the person who can. We celebrate the people who solve 90% of a problem before anyone asks. Build with care & urgency We bear-hug the customer. Former founders and people from fast-moving, high-stakes environments thrive here. Self-aware & hungry We stay warm, self-aware, and genuinely hungry. We elevate our peers, and ego doesn't last long. Invent in real time We move toward the ambiguity. We’re pragmatic, resourceful, energized by the fact that there's no playbook.   If you're looking to do the most meaningful work of your career alongside people who push you to be better, we'd love to meet you.