Customer Support Engineer Jobs

Encord

Location:
United States, San Francisco

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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, 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.

Job Responsibility:

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
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
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

What we offer:

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
18 days annual leave a year + public holidays

Additional Information:

Job Posted:
December 08, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Customer Support Engineer