Remote Support Engineer

Summary

Join our team as a Support Engineer to provide exceptional technical support for our industry-leading data labeling software, ensuring seamless operation and assisting clients in resolving technical issues.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field or equivalent experience
• Proven experience (4 years) in a technical support role, preferably within the software industry
• Proficiency in Python and 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

Responsibilities

• Provide technical support to clients via email, chat, 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 with the engineering team to escalate complex issues, track bugs, and coordinate the development of patches or updates to address customer concerns
• Create and maintain detailed documentation, including FAQs, troubleshooting guides, and best practices, to assist clients in self-service support and enhance overall user experience
• Proactively identify opportunities for process improvements and contribute to the continuous enhancement of our support procedures and workflows

Preferred Qualifications

• Experience with containerization technologies such as Docker and Kubernetes
• Knowledge of database systems, SQL, and data management principles
• Familiarity with Agile development methodologies
• Familiarity with REST APIs and integrating with external services
• Working knowledge of JavaScript for front-end or back-end development tasks