Named Technical Support Engineer

Responsibilities

• Become the technical continuity for the customer's computer vision deployment across your region.
• Build deep contextual understanding of their infrastructure, data sources, workflows, and constraints.
• Serve as the regional representative of Roboflow inside the customer's environment—trusted advisor, technical guide, and escalation point.
• Lead bitesize enablement sessions (e.g., best practices in data, annotation, workflow, deployment).
• Maintain and evolve a shared customer knowledge base: runbooks, FAQs, architecture notes, and patterns.
• Diagnose complex issues spanning edge devices, networking, cloud pipelines, and inference performance.
• Partner closely with Product, Field Engineering, and Account Executives to relay customer insights.
• Identify latch-lifter opportunities that expand adoption of Roboflow technologies.
• Ensure high-quality communication and expectation setting with customer stakeholders.
• Participate in Support's on-call rotation as needed.

Requirements

Technical Proficiency

• 7+ years of experience with Linux and networking fundamentals (VPN, SSH, firewalls).
• Strong scripting skills in Bash and Python.
• Ability to diagnose issues across the full CV/ML pipeline: data → training → workflow → edge inference.
• Hands-on experience with Nvidia Jetson, Raspberry Pi, webcams, industrial cameras, or other edge devices.
• Comfortable interpreting logs, profiling inference bottlenecks, and navigating cloud infrastructure.

Individual Oriented Skills

• Contextual Problem Solving: Strong questioning and listening to understand customer environments.
• Relationship Building: Able to form trust quickly and operate as a long-term technical partner.
• Translating Complexity: Skilled at making technical topics understandable to non-technical stakeholders.
• Managing Sensitive Issues: Calm under pressure, structured in updates, disciplined in follow-through.
• Opportunity Identification: Recognizes when workflows or tooling can improve and articulates why.

Team Oriented Skills

• Proactive Knowledge Sharing: Creates content, updates runbooks, and contributes to internal/external KBs.
• Enablement Mindset: Enjoys teaching customers and building their maturity in using the platform.
• Process & Tooling Evolution: Surfaces patterns, proposes improvements, and supports RCA processes.

Bonus Skills

• Experience with the Roboflow platform.
• Prior named-account support or Technical Account Manager / DSE experience.
• Pre-sales, solutions architecture, or consulting background.
• Ability to articulate technical value as business outcomes.

Compensation

• Target compensation: $150K - $200K OTE (uncapped).
• Additional perks: $4000/yr travel stipend, $350/mo productivity stipend, $350/mo AI tools stipend, $150/mo team lunch stipend, $500 one-time home office stipend, up to 100% health insurance coverage, equity.