Support Engineer

Role and Responsibilities

• Participate in Support’s on-call rotation
• Ensuring technical customer issues are serviced to contractual SLA, and managed to resolution
• Create technical content to capture best practices (e.g. documentation, videos, knowledge base, etc.)
• Grow customer relationships, through trusted advice, in the delivery of Roboflow support obligations
• Collaborate with Sales, Solutions Architects & Implementation Engineers to ensure continuity across the customer journey
• Coordinate with the field and product to inform roadmaps for our customers
• Stay current with latest product features and releases
• Be an active participant in the evolution of the environment of support (process, tooling, knowledge, etc), cultivating an attitude of continuous improvement

Technical Proficiency

• 5+ yrs experience with Linux & Networking Fundamentals (VPN, SSH, firewalls)
• Proficiency in scripting using Bash and Python
• Cross-Stack Troubleshooting: Ability to rapidly diagnose and understand issues that span various layers—from customer data input, cloud infrastructure configurations, network connectivity, to model inference performance on diverse hardware
• Computer Vision & ML Working Practices: Knowledge of CV/ML pipeline practices to diagnose customer issues across data, training, and deployments on edge devices such as Nvidia Jetson, and translate customer needs into actionable product configurations or best practices

Individual Oriented Skills

• Contextual Problem Solving: Active listening and asking probing questions to understand the customer's underlying business context, their specific use case, and how a technical issue impacts project goals
• Workload Management: Manage a diverse portfolio of customer accounts and technical issues, effectively prioritizing tasks based on customer impact, strategic importance, and urgency
• Building Relationships: Capable of establishing trust and building strong working relationships with customers at short notice or over minimal interaction, in high tension conditions
• Translating Complexity: Ability to convey and extract pertinent information from discussions with key stakeholders involved in unblocking customers
• Managing Sensitive Issues: Professionally navigate business critical technical issues, ensuring effective communication and coordination between the customer and internal teams
• Opportunity Identification: Possess a keen eye for identifying upsell opportunities or opportunities to expand usage of Roboflow technology

Team Oriented Skills

• Proactive Knowledge Sharing: Experience of leveraging a knowledge-centric support approach (documenting solutions, creating internal runbooks, and contributing high-quality articles to both internal and external knowledge bases)
• Process & Tooling Evolution: Actively identify patterns, recurring issues, or changes in customer behavior that indicate systemic problems. Contribute to root cause analysis, propose preventative measures, and suggest improvements to internal support processes and tools

Bonus Skills

• Experience of Roboflow Stack
• Edge Device & Camera Integration: Experience with connecting and troubleshooting camera-based edge devices (webcams, Nvidia Jetson, Raspberry Pi) and their data streams
• Technical Consulting or Solutions Architecture: Prior experience in a Professional Services, Pre-Sales engineering, or Solutions Architecture role, focused on identifying and designing solutions for complex customer challenges and translating them into business value
• Articulating Value: Able to connect technical solutions to tangible business value, helping customers see the ROI and the potential for greater impact from Roboflow