Support Engineer, HumanSignal

• 3–5 years in technical support or support engineering for a SaaS or developer-focused product
• Strong debugging skills across cloud environments, APIs, browser issues, and containerized systems
• Proficiency in Python or Javascript programming language for scripting and automation tasks
• Strong understanding of cloud computing platforms, particularly AWS (Amazon Web Services), including services such as EC2, S3, Lambda, and IAM
• Familiarity with machine learning concepts and frameworks, with experience working with ML models preferred
• Excellent problem-solving skills and ability to analyze complex technical issues
• Exceptional communication skills, both written and verbal, with a customer-centric approach
• Ability to thrive in a fast-paced environment, managing multiple priorities effectively and meeting tight deadlines
• Strong teamwork and collaboration skills, with the ability to work cross-functionally with engineering, product management, and customer success teams

Desirable

• We are seeking a talented Support Engineer to join our team and provide exceptional technical support for our industry-leading data labeling software
• As a Support Engineer, you will play a crucial role in ensuring the seamless operation of our platform and assisting our clients in resolving any technical issues they encounter
• You will work closely with our product and engineering teams to deliver prompt and effective solutions, contributing to the overall success of our product
• As our team scales, this role will play a critical part in advancing our support maturity—improving processes, strengthening our ability to deliver proactive support, and contributing to internal tooling and automation
• Provide technical support to clients via email and support tickets, addressing inquiries related to the installation, configuration, and usage of Label Studio
• Diagnose and troubleshoot software issues reported by clients, utilizing debugging tools and logs to identify root causes and implement timely resolutions
• Collaborate closely with Product, Engineering, and Customer Success to drive issue resolution
• Create internal and external documentation to improve support quality and self-service
• Proactively identify opportunities for process improvements and contribute to the continuous enhancement of our support procedures and workflows
• Provide structured, high-quality customer updates throughout investigations