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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.Roboflowers are passionate builders who value ownership, accountability, and a bias toward action.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.What You’ll DoEnterprise Support Engineers are consultative technical advisors and proactive problem-solvers, understanding and communicating the product capabilities against the backdrop of our customers’ needs.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.Role And ResponsibilitiesParticipate in Support’s on-call rotationEnsuring technical customer issues are serviced to contractual SLA, and managed to resolutionCreate technical content to capture best practices (e.g. documentation, videos, knowledge base, etc.)Grow customer relationships, through trusted advice, in the delivery of Roboflow support obligationsCollaborate with Sales, Solutions Architects & Implementation Engineers to ensure continuity across the customer journeyCoordinate with the field and product to inform roadmaps for our customersStay current with latest product features and releasesBe an active participant in the evolution of the environment of support (process, tooling, knowledge, etc), cultivating an attitude of continuous improvementTechnical Proficiency5+yrs experience with Linux & Networking Fundamentals: (VPN, SSH, firewalls)Proficiency in scripting using Bash and PythonCross-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 hardwareComputer 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 practicesIndividual Oriented SkillsContextual 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 goalsWorkload Management: Manage a diverse portfolio of customer accounts and technical issues, effectively prioritizing tasks based on customer impact, strategic importance, and urgencyBuilding Relationships: Capable of establishing trust and building strong working relationships with customers at short notice or over minimal interaction, in high tension conditionsTranslating Complexity: Ability to convey and extract pertinent information from discussions with key stakeholders involved in unblocking customersManaging Sensitive Issues: Professionally navigate business critical technical issues, ensuring effective communication and coordination between the customer and internal teamsOpportunity Identification: Possess a keen eye for identifying upsell opportunities or opportunities to expand usage of Roboflow technologyTeam Oriented SkillsProactive Knowledge Sharing: Experience of leveraging a knowledge-centric support approach (documenting solutions, creating internal runbooks, and contributing high-quality articles to both internal and external knowledge bases)Process & Tooling Evolution: Actively identify patterns, recurring issues, or changes in customer behavior that indicate systemic problems. Contribute to root cause analysis, propose preventative measures, and suggest improvements to internal support processes and toolsBonus SkillsExperience of Roboflow StackEdge Device & Camera Integration: Experience with connecting and troubleshooting camera-based edge devices (webcams, Nvidia Jetson, Raspberry Pi) and their data streamsTechnical Consulting or Solutions Architecture: Prior experience in a Professional Services, Pre-Sales engineering, or Solutions Architecture role, focused on identifying and designing solutions for complex customer challenges and translating them into business valueArticulating Value: Able to connect technical solutions to tangible business value, helping customers see the ROI and the potential for greater impact from RoboflowWhere You'll WorkRoboflow is distributed across the US and Europe. We currently have Hubs in New York City, San Francisco and São Paulo (with plans to open more as we grow density in new cities). You can work from one of our Hubs (we offer a relocation bonus), work from home, work at co-working spaces, etc.When You'll WorkRoboflow primarily operates during the daytime hours in the US and there are some synchronous meetings you’ll be expected to attend each week. Participation in on-call roster on rotation and queue coverage during US business hours.What You'll ReceiveTo determine your salary, we use a number of market and data-driven salary sources. We review all salaries every six months to ensure we stay in line with the market.In addition to our cash compensation, we offer generous perks and benefits. Below are some of the highlights:$4000/yr Travel Stipend to travel anywhere anytime to work alongside other Roboflowers$350/mo Productivity stipend to spend on things that make your work environment more productive, like high-speed internet at home or a co-working spaceCover up to 100% of your health insurance costs for you and your partner or familyEquity in the company so we are all invested in the future of computer visionWithin one week, you will…Learn all about computer vision, our product, company, customers, and vision.Answer your first support requestWithin one month, you will…Onboard in person with your manager (you’ll come to our NY or SF Hub!)Working on the Support queue and building relationships with assigned customersPartake in first on-call shiftWithin six months, you will…Complete onboarding into Support for a new customerAttend your first all company onsiteBe ramped up on other relevant parts of the Roboflow productNot sure if this is you?We want a diverse, global team with a broad range of experience and perspectives.Learn More About UsRoboflow is an equal opportunity workplace; we welcome people from all backgrounds, communities, and experiences.
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