Client-facing Engineer

We are a fast-growing company building AI infrastructure and are looking for a Client-facing Engineer to help build our Client Engineering function and have a massive impact on our high growth business.

Requirements

• 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.
• Monitor query response and resolution times to establish best practices and iterate on our Customer Support processes.

Benefits

• Competitive salary
• Commission
• Equity in a hyper growth business
• 18 days annual leave a year + public holidays