Support Engineer, SeeChange Technologies
AI-powered retail loss prevention platform
Open for applications
AI-powered retail loss prevention platform
21-100 employees
Open for applications
21-100 employees
Company mission
To help humanity thrive through the power of Visual AI technology.
Role
Who you are
- If you thrive in technical problem-solving, enjoy delving into application-level details and are excited to work with cutting-edge AI technology, we’d love to hear from you!
- Proven previous experience in a technical Customer Support role
- Comfortable and professional in front of customers
- Hands-on experience with the Linux operating system - Troubleshooting/Diagnosing
- Familiarity with ticketing and service desk systems
- Strong problem-solving skills with a technical and analytical mindset
- Proficiency in analysing data, including video and metadata, to extract meaningful insights
- Excellent communication skills, able to explain technical problems to nontechnical stakeholders
- Willingness to adapt working hours to meet customer and operational demands, as required
Desirable
- Familiarity with AI systems, particularly computer vision
- Knowledge of edge-to-cloud solutions and orchestration, containerisation and microservices
- Prior experience supporting retail or self-checkout technologies
- Knowledge of software engineering principles and best practices
What the job involves
- We are looking for a Support Engineer to join our newly established customer support team. This role focuses on supporting our customer issues from start to finish related to our SeeChange application stack:
- Providing third-line support to customers, managing reported issues throughout their lifecycle and maintaining customer communications throughout
- Collaborating closely with engineering teams to diagnose problems, implement fixes and enhance the codebase
- Analysing system behaviour, application logs and AI metadata to identify issues and suggest solutions
- Generating insightful reports on system performance to inform our commercial strategy, support customer feedback and build compelling business cases
- Act as a key resource for third-line support, resolving escalated, deeply technical issues related to SeeChange's software stack in collaboration with the engineering teams
- Investigate application-level errors by reviewing logs, analysing metadata and identifying potential root causes
- Work directly with engineering to understand and resolve issues in the codebase
- Document and track support cases to ensure timely closure and knowledge base enhancement
- Examine video footage, application logs and AI metadata to diagnose performance anomalies
- Identify trends in system behaviour and collaborate with engineering to propose fixes or enhancements
- Create detailed operational and performance reports based on system data
- Highlight application successes, limitations and opportunities for optimisation
- Share actionable insights with product and commercial teams to inform decision-making and customer engagement
- Provide real-world feedback to engineering and product teams to enhance system reliability and functionality
Our take
SeeChange Technologies delivers visual AI for the retail space, with solutions that can help stores to enhance safety and efficiency for employees and shoppers. Already used by a number of clients, including supermarket chain ASDA, the platform processes video from a retailer's existing hardware to automatically identify hazards and analyse behaviours.
The platform is built upon state-of-the-art AI recognition technology that can interpret the real world and understand physical activity. Through this, it provides insights into objects and people in-store. Though its most interesting application is in identifying potential theft and safety concerns such as spills, it can also be used to streamline self-checkouts, and proactively restock items.
Having raised substantial funding in 2023, SeeChange Technologies is moving to enhance its commercial deployment capabilities and build out commercial and support teams. With such an intriguing offering, it is very likely the company will continue to secure new clients as it moves into its next stage of growth.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Nov 2023
$10.8m
SEED
Oct 2021
$4.8m
SEED
Total funding: $15.6m
Company benefits
- Flexible working environment with a mix of working from home, client locations and the office
Company HQ
Northern Quarter, Manchester, UK
Leadership
Jason Souloglou
(CEO)Founded SeeChange within Arm, where they worked for 6 years in roles including Senior Director of Strategy. Former Founder and Director of Transitive.
Salary benchmarks
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