Cordtechnologies26d ago

Client-Facing Engineer

United StatesFull timemid

OtherClientClient Facing Engineer

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Quick Summary

Overview

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,

Technical Tools

OtherClientClient Facing Engineer

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.

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

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

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

Competitive salary, commission, and meaningful equity in a high-growth start-up

Clear, accelerated growth opportunities as the company scales rapidly

Strong in-person culture: 3–5 days/week

Flexible PTO to fully recharge

18 paid vacation days in the U.S. plus federal holidays

Annual learning & development budget

Comprehensive health, dental, and vision coverage

Frequent travel opportunities across the U.S., London, and Europe

Bi-annual company offsites, twice-weekly team lunches, and monthly socials