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Support Engineer

Coactive

Coactive

Customer Service
San Jose, CA, USA
Posted on Tuesday, June 4, 2024

Coactive makes it easy to search, filter, and analyze visual content. Increasingly image and video data captures the content we watch, the products we buy, and the work we do, and already represents 80% of internet traffic. But rather than being an asset, visual content is often a tax or even a liability because it is so hard to work with and understand. Coactive solves this by bringing structure to unstructured visual data. Rather than spending months (or years) building complex infrastructure, data teams can unlock the value of their visual data in minutes to power use cases such as content understanding and moderation, search, and analytics.

Coactive was founded by experts who shaped the fields of high-performance deep learning and data-centric AI. We have the scars from building and working with the first generation of modern machine learning systems at Google, Meta, Pinterest, eBay, Lyft, and other leading organizations. Through our decades of experience, we have developed a playbook to democratize the toughest parts of machine learning systems; no PhD required.

This is an exceptional opportunity to work with one of Forbes' top 50 AI companies, backed by key investors such as Andreesen Horowitz and Bessemer Ventures. This position is truly a chance to be part of a category-defining team that is attracting top-tier talent interested in pushing the boundaries of what's possible in AI.

As a Founding Support Engineer, you will be the founding member of the Support team and will be a key technical contributor working closely with the founders, engineering, product, and customer success. Your primary goal is to provide technical support and guidance to customers, taking end-to-end ownership of customer issues while proactively supporting Coactive’s products (e.g., setting up monitoring, creating technical knowledge base). As the founding member of this function, you’ll collaborate closely with customers and internal teams to tackle complex technical challenges, cultivate product knowledge and lead strategic organizational and process improvements.

What we look for:

  • Be an expert and evangelist of the Coactive product
  • Be the resident support expert and mentor for engineering and Go-To-Market teams
  • Lead and execute the resolution of technical issues for customers, including cross-functional collaborations with engineering and customer success
  • Create and maintain systems to track customer interactions from identity to resolution
  • Create and maintain technical knowledge base to empower customers and internal stakeholders
  • Continuously monitor and analyze support needs, identifying opportunities for improvements to product and process
  • Maintain clear documentation and streamlined processes to facilitate efficient collaboration
  • Occasional travel to customer sites and industry conferences may be required
  • Shape best practices and company culture as we grow

What we look for:

  • BS (or higher) in Computer Science or related fields, or equivalent professional experience
  • 5+ years of providing technical support in a customer facing role (e.g., support engineer, technical support, technical account manager, solutions engineer, etc)
  • 3+ years of production-level experience in one of: Python, Java, C++, or similar language
  • Experience in development, testing and sustaining applications
  • Experience in creating processes and knowledge base materials to empower customers
  • Experience in working closely with engineering from identification to resolution of customer issues
  • Strong analytical and problem-solving skills, with the ability to quickly understand and troubleshoot complex technical issues.
  • Ability to prioritize and resolve customer issues promptly to meet or exceed service standards and customer expectations
  • Ability to effectively communicate and guide technical and non-technical audiences, whether through ad-hoc slack/email messaging, support calls or in-person customer visits
  • Previous experience in a fast-paced startup environment is a plus
  • Previous experience in ML/AI related roles is a plus (e.g. Data scientist, ML engineer)

What you can expect from us:

This is a hybrid position based in San Francisco or San Jose, California.

The estimated annual base salary for this position is between *$186,000-$220,000

At Coactive, cash salary is only one part of our total compensation package. Other benefits for this position include, but are not limited to:

  • Market leading equity grants
  • 100% medical, dental, & vision coverage for you
  • Medical, dental, & vision partially covered for your dependents
  • Unlimited PTO
  • Social events ranging from book clubs, happy hours, and hiking to board game nights and games of Mario Kart.

Further, you can expect a supportive work environment from us. We build products, but we develop people.

Join us in revolutionizing how businesses harness the power of machine learning to unlock the potential of unstructured data. If you're passionate about driving innovation and delivering unparalleled customer experiences, we'd love to have you on board.

*Actual pay is dependent on an individual candidate’s professional background, experience, skills and qualifications, as well as market demand and business demands. This pay range is subject to change and may be modified in the future. The salary, other compensation, and benefits information is accurate as of the date of this posting.

We embrace and celebrate the diversity of our employees. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.