{"id":3801174,"url":"https://alion.io/job/encord-customer-engineer","title":"Customer Engineer","company":{"id":557,"name":"Encord","domain":"encord.com","url":"https://alion.io/company/encord","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Solutions","role_family":"Solutions","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States","San Francisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":110000,"max":130000,"currency":"USD","period":"year","gross":null,"usd_annual":130000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Computer Vision","optional":false},{"name":"Databricks","optional":false},{"name":"ElevenLabs","optional":false},{"name":"Python","optional":false},{"name":"Vercel","optional":false},{"name":"Intercom","optional":true},{"name":"Rest API","optional":true},{"name":"Ruby","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-06-30T21:22:09Z","employer_posted_date":"2026-06-30","last_verified_at":"2026-11-07T08:50:52Z","board_verified":true,"closed_at":null,"days_open":129,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":129},"description":"About us\nWe're solving AI's hardest problem: alignment.\nEncord is the data layer for Physical AI and enterprise, serving as core infrastructure for 300+ of the world's leading AI teams, including Woven by Toyota, Hitachi, Skydio, AbbVie and Dyna, Walden and Agility Robotics. From autonomous vehicles and robotics to sports and healthcare, we're solving AI's hardest problem: turning complex, real-world data into production-ready intelligent systems.\nWe're a team of founders, scientists, quants, researchers, and former Olympians, who’ve helped build some of the most successful companies in Silicon Valley, and alumni of MIT, Stanford, UC Berkeley, Oxford, Cambridge, and Imperial. We’ve raised $110M from legendary technology investors, early backers of companies like Databricks, ElevenLabs and Vercel, and we’re growing at an extraordinary pace.\nWe're looking for exceptional people who want to help build a category-defining company, operating with high urgency and taking real ownership to help shape the future of AI.\nThe role\nThis is a unique opportunity for an ambitious, multi-talented individual to help build our Customer Support function and have a massive impact on a high growth business. As a Customer Support Engineer, you will be working with our customers on building world-leading AI applications across a broad set of verticals including retail, insurance, and healthcare.\nYou will also work closely alongside the wider Customer Success and Engineering teams as well as the co-founders to shape Encord's direction and help us manage our rapidly expanding customer base. The ideal candidate is a superstar who is willing to work hard, roll up their sleeves and take responsibility for managing innovative companies adopting computer vision technologies.\nWhat you’ll do\nBe accountable for Encord's Customer Support function, working across a wide range of innovative verticals\n\nEstablish open lines of communication both externally with customers and internally with Encord teams to manage customer queries through to resolution\n\nSuggest and prototype technical solutions to customers who are using advanced features like the Python SDK or Encord Active\n\nUnderstand and interact with some of our backend systems to investigate and resolve incoming customer support queries before escalating to engineering\n\nCollaborate 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\n\nBuild strong relationships with customers to resolve queries and manage expectations, including with technical users and C-Level executives at target organisations\n\nMonitor query response and resolution times to establish best practices and iterate on our Customer Support processes\n\nWho we're looking for\nExperience working with both high-touch and low-touch accounts\n\nPrevious support experience is desirable\n\nStrong customer empathy - our customers are working on important, urgent, and interesting problems\n\nDemonstrated experience with SQL and scripting languages such as Python or Ruby\n\nAbility to understand customer queries and communicate problems and solutions to the internal team and back to customers at the appropriate level of detail and complexity\n\nA love of technology and the ability to talk about it confidently\n\nA growth mindset and willingness to contribute to the development of the Customer Support team\n\nAbility to thrive in a fast-paced, team-oriented environment\n\nExperience requirements\n2-4 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\n\nFull proficiency in Python and SQL, with the ability to read, write, and debug scripts and run queries to investigate customer issues\n\nExperience interfacing with backend systems, logs, or APIs to diagnose and resolve technical issues before escalating to engineering\n\nDemonstrated ability to manage a mixed queue of high-touch and low-touch customer requests, prioritizing effectively and communicating clearly at every stage\n\nStrong written and verbal communication skills, with the ability to translate technical problems into clear, empathetic responses for both developers and non-technical stakeholders\n\nExperience collaborating with Engineering and Product teams to triage bugs, document recurring issues, and surface product improvement themes\n\nFamiliarity with support or ticketing tooling (e.g. ZenDesk, Intercom, Linear, or similar)\n\nBonus: 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\n\nWhy Encord\nCompetitive salary and meaningful equity in a high-growth start-up\n\nClear, accelerated growth opportunities as the company scales rapidly\n\nStrong in-person culture: 4 days/week\n\nFlexible PTO to fully recharge\n\nAnnual learning & development budget\n\nComprehensive health, dental, and vision coverage\n\nFrequent travel opportunities across the U.S., London, and Europe\n\nDaily lunches & dinners\n\nBi-annual company offsites and monthly socials\n\nOperating principles\nHigh agency\nYou see something broken, you fix it or find the person who can. We celebrate the people who solve 90% of a problem before anyone asks.\nBuild with care & urgency\nWe bear-hug the customer. Former founders and people from fast-moving, high-stakes environments thrive here.\nSelf-aware & hungry\nWe stay warm, self-aware, and genuinely hungry. We elevate our peers, and ego doesn't last long.\nInvent in real time\nWe move toward the ambiguity. We’re pragmatic, resourceful, energized by the fact that there's no playbook.\nIf you're looking to do the most meaningful work of your career alongside people who push you to be better, we'd love to meet you.","description_format":"text","description_chars":5908,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["MLOps","AI Training Data & Annotation"],"lifecycle":[{"event":"open","at":"2026-11-05T11:32:21Z"}],"visa":[],"liveness":{"score":22,"band":"cold","label":"Long shot","p_open":1,"p_active":0.604,"p_room":0.36,"age_days":129,"expected_fill_days":69,"reasons":["conf:0","velocity","win:tail","crowd:junior"],"computed_at":"2026-11-07T05:47:08Z"},"pay":{"stated_usd_annual":130000,"is_top_pay":true},"html_url":"https://alion.io/job/encord-customer-engineer","json_url":"https://alion.io/job/encord-customer-engineer.json","meta":{"generated_at":"2026-11-07T10:09:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8826,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":557},"rest":"https://alion.io/mcp/rest/get_company?id=557"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fencord-customer-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fencord-customer-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fencord-customer-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/encord-customer-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fencord-customer-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3801174}},{"tool":"search_jobs","arguments":{"company":"encord.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3801174},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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