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Customer Support Engineer

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Cohere

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Location:
United Kingdom , London

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a Customer Support Engineer, you’ll be the bridge between our innovative technology and the customers who rely on it. This role is critical in ensuring seamless adoption, resolving technical challenges, and shaping the future of our products through actionable feedback.

Job Responsibility:

  • Responding to technical inquiries from enterprise customers via email, chat, or conference calls, helping them integrate and optimize Cohere’s API and tools
  • debugging complex issues by analyzing code snippets, logs, and error messages, then collaborating with the Engineering team to drive resolutions
  • creating and updating self-service resources (e.g., documentation, tutorials, and FAQs) to empower users and reduce ticket volume
  • tracking and prioritizing support tickets, ensuring timely follow-ups and clear communication
  • sharing customer insights with Product and Engineering teams to influence roadmap decisions and improve user experience
  • leveraging our internal tools to identify opportunities for automation and process improvement

Requirements:

  • 3+ years of experience in technical support, software engineering, or a customer-facing technical role
  • familiarity with containerization (Docker, Kubernetes)
  • programming skills (e.g., Python, JavaScript) and familiarity with APIs, REST, and developer tools
  • adept at troubleshooting and enjoy solving puzzles, even in ambiguous situations
  • excel at communicating complex technical concepts clearly to both technical and non-technical audiences
  • customer-obsessed, proactive, and driven to deliver exceptional experiences
  • thrive in collaborative, cross-functional environments

Nice to have:

  • Experience with NLP, machine learning, or AI-powered products
  • familiarity with cloud platforms (AWS, GCP, Azure, OCI)
  • knowledge of data analysis tools (e.g., SQL, Pandas, Jupyter Notebooks)
What we offer:
  • An open and inclusive culture and work environment
  • work closely with a team on the cutting edge of AI research
  • weekly lunch stipend, in-office lunches & snacks
  • full health and dental benefits, including a separate budget to take care of your mental health
  • 100% Parental Leave top-up for up to 6 months
  • personal enrichment benefits towards arts and culture, fitness and well-being, quality time, and workspace improvement
  • remote-flexible, offices in Toronto, New York, San Francisco, London and Paris, as well as a co-working stipend
  • 6 weeks of vacation (30 working days)

Additional Information:

Job Posted:
February 20, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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