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    Technical Support Engineer - New York, United States - Cohere

    Cohere
    Cohere New York, United States

    3 weeks ago

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    Description
    Why this role?

    As a Technical Support Engineer you will be part of our fast growing Customer Support team.

    This role has a strong technical customer focus, the insights you will gather will be essential to our organization as they will improve processes and enhance our products.

    In this role, you'll be engaging with customers through support tickets, you'll troubleshoot technical issues and establish clarity where there is ambiguity.

    You'll be a great match if you are keeping up with the AI industry, a true team player, and are excited about diving deep into technical issues and problem solving.


    As a Technical Support Engineer, you will:

    • Provide toptier support to our users and our customers by responding to tickets, through a variety of channels (i.e Email, Chat, Slack, Discord).
    • Be the goto for our customers and users by investigating and solving complex (and interesting) technical issues.
    • Provide insights and timely support to our customers and users who are integrating our products into their products by deploying via our API, through a partner cloud, or onprem.
    • Solve recurring issues and enable users to better deploy our models.
    • Help maintain our internal support documentation resources.
    • Collaborate closely with our Sales, Product, and Engineering teams to:
    a) Provide feedback and identify areas where we can improve our product and services, based on your valuable customer interactions.

    b) Collaborate and problem solve with the other teams when more complex technical cases arise.

    You may be a good fit if you have:

    • 5+ years of experience working in a customer facing support team or a technical support team (bonus if it was at a growing SAAS or PAAS organization with Enterprise level/F100 customers)
    • A background in Data and/or a good technical understanding of AI (this could mean a continuing education certificate, courses, previous work experience etc).
    • Experience with cloud platforms such as Azure, AWS, or GCP, with a focus on AI/ML services.
    • Experience supporting Infra with cloudbased products and APIbased products.
    • Experiences with Python, Intercom, and Linear are preferred.
    • Proven ability to learn new technologies and tools effectively and quickly, coupled with strong problemsolving skills.
    • Enthusiasm for Artificial Intelligence and Machine Learning technologies & an understanding of large language models.
    • Excellent communication skills
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