The Role
The Client-facing Engineer will manage customer queries, prototype technical solutions, collaborate with internal teams, and build relationships with customers across various industries.
Summary Generated by Built In
About us
Encord is the universal data layer for AI that helps 300+ AI teams train and run models on the right data. Our platform indexes, curates, annotates, and evaluates data across the full AI lifecycle, from development through production.
Trusted by Woven by Toyota, AXA, UiPath, Zipline, and more. We're an ambitious team of 100+ working at the frontier of AI and have raised $60M in Series C funding from Wellington Management, CRV, Next47 and Y Combinator.
The role
This is a unique opportunity for an ambitious, multi-talented individual to help build our Client Engineering function and have a massive impact on a high growth business. As a Client-facing 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.
You 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.
What you'll do
- 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, 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
Who we're looking for
- Experience working with both high-touch and low-touch accounts
- Previous support experience is desirable
- Strong customer empathy — our customers are working on important, urgent, and interesting problems
- Demonstrated experience with SQL and scripting languages such as Python or Ruby
- Ability 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
- A love of technology and the ability to talk about it confidently
- A growth mindset and willingness to contribute to the development of the client-facing team
- Ability to thrive in a fast-paced, team-oriented environment
Experience requirements
- 2–4 years of experience in a technical, client-facing role such as Technical Support Engineering, Client Engineering, Solutions Engineering, or Technical Account Management in a B2B SaaS environment
- Proficiency in Python and SQL, with the ability to write and debug scripts, query databases, and prototype lightweight technical solutions independently
- Experience investigating and resolving technical issues by interfacing with backend systems, logs, or APIs — comfortable going deep before escalating to engineering
- Proven ability to manage a mixed portfolio of high-touch and low-touch accounts, adapting communication style and depth of engagement accordingly
- Strong written and verbal communication skills, with the ability to translate complex technical issues into clear, actionable responses for both technical users and non-technical executives
- Experience collaborating cross-functionally with Engineering and Product teams to triage issues, document bugs, and surface customer-driven product insights
- Familiarity with ticketing or support tooling (e.g. Zendesk, Intercom, Linear, or similar)
- Bonus: 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
Why Encord
- Competitive salary, commission, and equity in a high-growth start-up
- Strong in-person culture — most of the team works from our London office 4+ days/week
- 25 days annual leave + UK public holidays
- Annual learning & development budget
- Travel for customer visits, events, and conferences across the UK and Europe
- Company lunches twice a week
- Monthly socials & bi-annual team offsites
Top Skills
Python
Ruby
SQL
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The Company
What We Do
Machine learning and data operations teams of all sizes use Encord's collaborative applications, automation features, and APIs to train & validate models and to annotate, manage & evaluate training data. Encord was recognized by CBInsights as one of Top 100 most innovative AI companies in 2022. We're hiring across product, design, and engineering - check out https://encord.com/careers
