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Encord · 3 weeks ago

Client-facing Engineer

San Francisco

Full-time

Onsite

Entry, Mid Level

Encord is building the AI infrastructure of the future, focusing on improving data quality for AI applications. The Client-facing Engineer will work closely with customers to build AI applications across various sectors and collaborate with internal teams to manage customer support and influence product development.

Artificial Intelligence (AI)Computer VisionData Collection and LabelingMachine LearningSoftware

Responsibilities

Be accountable for Encord’s Client-facing 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. This includes 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

Qualification

Client EngineeringPythonSQLCustomer SupportCustomer EmpathyGrowth MindsetTeam-oriented

Required

Experience of working with both high-touch and low-touch accounts

Strong customer empathy – our customers are working on important, urgent – and interesting! – problems. Someone who enjoys the customer's smile and gratitude when your skills make their life easier

Demonstrated experience and facility with SQL and scripting languages such as Python or Ruby

Understand customer queries and communicate problems and solutions to the internal team and back to customers at the appropriate level of detail and complexity

You love technology and being able to talk about it

Have a growth mindset and be willing to contribute to the development of the client-facing team

Ability to thrive in a fast-paced, team-oriented environment