Customer Engineer, Encord
$110-130k
+ Equity + Commission
3-5 days a week in office
Data platform for AI training
Open for applications
Data platform for AI training
101-200 employees
Open for applications
$110-130k
+ Equity + Commission
3-5 days a week in office
101-200 employees
Company mission
To solve AI alignment by tackling the real bottleneck: data quality.
Role
Who you are
- 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
- 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
- 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, prioritising 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
What the job involves
- 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
- 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
Our take
It has become increasingly clear that the next generation of AI applications will be driven by data-centric approaches concentrated around training data creation, management, and evaluation. Crucial within this process is the annotation or 'labelling' of data. Traditionally, such annotation has been left to human workers, which has historically made this part of the process of AI development expensive, slow, and difficult to scale.
Encord offers a computer vision annotation platform that automates a number of manual labelling tasks. Its suite of tools is designed for collaboration across roles and teams, from domain-expert annotators to project managers and machine learning engineers. This allows companies to iterate 10x faster, and develop and deploy high performing models in less time whilst saving on annotation costs.
Demand is clearly there: since its launch in 2020, Encord has facilitated the annotation of more than 100 million frames and images and served customers in verticals such as medical imaging, smart cities, sports analytics and satellite imaging. Furthermore, usage is scaling rapidly, with the number of labels generated on the platform growing ~70% month-over-month.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Feb 2026
$60m
SERIES C
Aug 2024
$30m
SERIES B
Total funding: $107.2m
Company benefits
- Competitive salary, commission, and meaningful equity in a high-growth startup
- Strong in-person culture: 3–5 days/week in our London, SF, and NYC offices
- Flexible PTO to fully recharge
- Annual learning & development budget
- Frequent travel opportunities across the U.S., London, and Europe
- Bi-annual company offsites, twice-weekly team lunches, and monthly socials
- Company lunches twice a week
- Clear, accelerated growth opportunities as the company scales rapidly
- Comprehensive health, dental, and vision coverage
Company HQ
North Beach, San Francisco
Articles
Leadership
Eric Landau
(CEO)With MScs from Harvard and Stanford, Eric spent 8+ years as a senior quant at DRW deploying ML at scale—before co-founding Encord to make data the core of AI development.
Ulrik Stig Hansen
(President)Ulrik spent 3+ years in Sales & Trading at J.P. Morgan and holds science master’s degrees from UCL and Imperial—before co-founding Encord to transform how AI handles data.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 16 more jobs at Encord