# Customer Engineer

**Company:** [Encord](https://hotfix.jobs/companies/encord)
**Location:** New York, NY
**Role:** Support Engineering
**Salary:** $110k – $130k/yr
**Experience:** 2+ years
**Skills:** Python, SQL, REST APIs, SDKs, Zendesk, Intercom, Linear, Computer Vision, Machine Learning
**Posted:** 2026-06-30

> Customer Engineer responsible for owning technical customer support, investigating issues with backend systems/APIs, prototyping solutions with Python SDK, and collaborating with engineering/product teams to improve the AI data platform. Requires 2-4 years in technical support roles, strong Python/SQL skills, and customer empathy.

## Job Description

## Responsibilities
- 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.

## Requirements
- 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).

## Nice-to-Haves
- Previous support experience.
- 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.
- Experience working with both high-touch and low-touch accounts.
- Strong customer empathy.
- 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.

## Compensation and Benefits
- Competitive salary, commission, and meaningful equity in a high-growth startup.
- 18 paid vacation days in the U.S. plus federal holidays.
- Flexible PTO to fully recharge.
- Annual learning & development budget.
- Comprehensive health, dental, and vision coverage.
- Frequent travel opportunities across the U.S., London, and Europe.
- Bi-annual company offsites, twice-weekly team lunches, and monthly socials.

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