Real-world data is the competitive edge in AI.
HumanSignal is a human data partner for companies building AI models and products. Our customers ship better AI, faster, because we partner with their researchers from real-world data creation to annotation to delivery.
We design and create datasets from scratch, recruit and manage the domain experts who evaluate model output, and run everything through our own platform, Label Studio, the open-source standard for data labeling and evaluation, used by over 1 million practitioners worldwide.
We specialize in the operationally complex: real-world data collection, multimodal pipelines, and multi-step workflows. Advanced ML and AI teams use our enterprise platform to run their own data factories, and our services team to extend their reach where in-house capacity runs out.
If you want to do work that materially shapes how the next generation of AI products gets built, we'd love to talk.
Job Description: We are seeking a talented Support Engineer to join our team and provide exceptional technical support for our industry-leading data labeling software. As a Support Engineer, you will play a crucial role in ensuring the seamless operation of our platform and assisting our clients in resolving any technical issues they encounter. You will work closely with our product and engineering teams to deliver prompt and effective solutions, contributing to the overall success of our product.
As our team scales, this role will play a critical part in advancing our support maturity—improving processes, strengthening our ability to deliver proactive support, and contributing to internal tooling and automation.
Responsibilities:
- Provide technical support to clients via email and support tickets, addressing inquiries related to the installation, configuration, and usage of Label Studio.
- Diagnose and troubleshoot software issues reported by clients, utilizing debugging tools and logs to identify root causes and implement timely resolutions.
- Collaborate closely with Product, Engineering, and Customer Success to drive issue resolution.
- Create internal and external documentation to improve support quality and self-service.
- Proactively identify opportunities for process improvements and contribute to the continuous enhancement of our support procedures and workflows.
- Provide structured, high-quality customer updates throughout investigations.
Requirements:
- 3–5 years in technical support or support engineering for a SaaS or developer-focused product.
- Strong debugging skills across cloud environments, APIs, browser issues, and containerized systems.
- Proficiency in Python or Javascript programming language for scripting and automation tasks.
- Strong understanding of cloud computing platforms, particularly AWS (Amazon Web Services), including services such as EC2, S3, Lambda, and IAM.
- Familiarity with machine learning concepts and frameworks, with experience working with ML models preferred.
- Excellent problem-solving skills and ability to analyze complex technical issues.
- Exceptional communication skills, both written and verbal, with a customer-centric approach.
- Ability to thrive in a fast-paced environment, managing multiple priorities effectively and meeting tight deadlines.
- Strong teamwork and collaboration skills, with the ability to work cross-functionally with engineering, product management, and customer success teams.
Preferred Qualifications:
- Experience with Kubernetes, container orchestration, or infrastructure debugging.
- Knowledge of ML/AI workflows or data labeling pipelines.
- Familiarity with Agile development methodologies.
- Familiarity with REST APIs and integrating with external services.
At HumanSignal we pay based on regional compensation market rate ranges across the globe. We are hiring for this role across North and South America as well as Europe. The base cash compensation range for the United States is $75,000 to $90,000 USD. These ranges are provided by market data and are in good faith. The final offer details are determined by several factors including candidate experience, expertise, as well as applicable industry knowledge and may vary from the pay ranges listed above.
Skills Required
- 3-5 years of experience in technical support or support engineering for a SaaS or developer-focused product
- Strong debugging skills across cloud environments, APIs, browser issues, and containerized systems
- Proficiency in Python or JavaScript for scripting and automation
- Strong understanding of cloud computing platforms, particularly AWS, including EC2, S3, Lambda, and IAM
- Familiarity with machine learning concepts and frameworks
- Excellent problem-solving skills and ability to analyze complex technical issues
- Exceptional written and verbal communication skills with a customer-centric approach
- Ability to manage multiple priorities and meet tight deadlines in a fast-paced environment
- Strong teamwork and cross-functional collaboration skills
- Experience with Kubernetes, container orchestration, or infrastructure debugging
- Knowledge of ML/AI workflows or data labeling pipelines
- Familiarity with Agile development methodologies
- Familiarity with REST APIs and integrating with external services
What We Do
HumanSignal (formerly known as Heartex) enables data science teams to build AI models with their company DNA. With the emergence of generative AI, it’s more important than ever to build highly differentiated models by guiding foundation models with proprietary data and human feedback. Creators of Label Studio, the most popular open source data labeling platform, HumanSignal enables data scientists to develop high quality datasets and workflows for model training, fine tuning and continuous validation. Today, the Label Studio open source community has more than 250,000 users who have collectively annotated more than 100 million pieces of data. Label Studio Enterprise is available as a cloud service with enhanced security, automation, quality review workflows, and performance reporting, used by leading data science teams including Bombora, Geberit, Outreach, Wyze, and Zendesk.
