Support Engineer

Who We Are

Our mission is to make the world programmable. Sight is one of the key ways we understand the world, and soon this will be true for the software we use, too.

We’re building the tools, community, and resources needed to make the world programmable with artificial intelligence. Roboflow simplifies building and using computer vision models. Today, over 1M+ developers, including those from half the Fortune 100, use Roboflow’s machine learning open source and hosted tools. That includes counting cells to accelerate cancer research, improving construction site safety, digitizing floor plans, preserving coral reef populations, guiding drone flight, and much more.

Roboflow is supported by great customers and investors, having raised over 63 million from Y Combinator, Google Ventures, Craft Ventures, Sam Altman, Lachy Groom, amongst other leading software investors.

Roboflowers are passionate builders who value ownership, accountability, and a bias toward action. We're curious, hands-on with new tech, and prefer showing our work over talking about it. Many of us have a founder mindset and thrive in our high-autonomy environment.

Who You Are

You may be a Support lifer - familiar with all that entails, or you may be a Developer who prefers a more interrupt driven approach, or you are in the technical part of a Field organisation and would like a bit more anchoring to base. We crave variety in experience, but you do like knowing the answer to questions - if you don’t know, you find out and you let others know so they don’t have to work it out for themselves.

Variety energises you, process informs you, pressure focuses you, teammates encourage you and knowledge releases you.

Accountable to the team for the reliable execution of Support’s deliverables, empowered to continually look at ways to improve the environment of Support. No question is too difficult to ask.

Empathetic to customer needs and the importance of communicating in remote relationships, you are considerate of team needs and how the experience of one engineer contributes to the whole.

Many Roboflowers have used our tools before joining. One of the best ways to stand out amongst other applicants is to write about something you have built with Roboflow or contribute to one of our open source projects.

We are hiring Support Engineers to instill confidence in our customers that they are using our solutions in the best-fit mode for their needs and Support is a safe pair of hands, if things go wrong. You will have direct input on the evolution of this role, the function of Support and the future of Roboflow.

Support at Roboflow is consultative in scope, collaborative in nature, exciting in execution and always evolving to meet the needs of our customers and the team. If you love to get your hands dirty and enjoy finding the root cause, let’s have a chat.

What You’ll Do

At Roboflow, our enterprise customers aren't just buying software; they're investing in solutions to complex computer vision problems. For them to truly succeed, our support can't just be a reactive break/fix service. Yes, there will be times when customers need mission critical pipelines brought back to green but we also need Enterprise Support Engineers who are more than troubleshooters – they are consultative technical advisors and proactive problem-solvers , understanding and communicating the product capabilities against the backdrop of our customers’ needs on their journeys with Roboflow.

This role is critical for accelerating customer time-to-value, ensuring optimal use of our platform, and acting as a vital feedback loop between our customers and Product. By deeply understanding customer context and use cases, these engineers not only resolve issues but also inform strategic technical decisions and identify latch-lifter opportunities – moments where a customer's specific needs signal a chance to unlock deeper platform adoption and expansion, playing a direct role in customer success and revenue growth.

Role And Responsibilities

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Participate in Support’s on-call rotation

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Ensuring technical customer issues are serviced to contractual SLA, and managed to resolution

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Create technical content to capture best practices (e.g. documentation, videos, knowledge base, etc.)

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Grow customer relationships, through trusted advice, in the delivery of Roboflow support obligations

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Collaborate with Sales, Solutions Architects & Implementation Engineers to ensure continuity across the customer journey

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Coordinate with the field and product to inform roadmaps for our customers

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Stay current with latest product features and releases

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Be an active participant in the evolution of the environment of support (process, tooling, knowledge, etc), cultivating an attitude of continuous improvement

Technical Proficiency

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5+yrs experience with Linux & Networking Fundamentals: (VPN, SSH, firewalls)

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Proficiency in scripting using Bash and Python

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Cross-Stack Troubleshooting: Ability to rapidly diagnose and understand issues that span various layers—from customer data input, cloud infrastructure configurations, network connectivity, to model inference performance on diverse hardware

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Computer Vision & ML Working Practices: Knowledge of CV/ML pipeline practices to diagnose customer issues across data, training, and deployments on edge devices such as Nvidia Jetson, and translate customer needs into actionable product configurations or best practices

Individual Oriented Skills

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Contextual Problem Solving: Active listening and asking probing questions to understand the customer's underlying business context, their specific use case, and how a technical issue impacts project goals

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Workload Management: Manage a diverse portfolio of customer accounts and technical issues, effectively prioritizing tasks based on customer impact, strategic importance, and urgency…

Source: Jobicy (https://jobicy.com/jobs/152566-support-engineer)