Technical Support Engineer

2 weeks ago

Old Toronto, Canada cohere.com Full time

Who are we?

Our mission is to scale intelligence to serve humanity. We’re training and deploying frontier models for developers and enterprises who are building AI systems to power magical experiences like content generation, semantic search, RAG, and agents. We believe that our work is instrumental to the widespread adoption of AI.

We obsess over what we build. Each one of us is responsible for contributing to increasing the capabilities of our models and the value they drive for our customers. We like to work hard and move fast to do what’s best for our customers.

Cohere is a team of researchers, engineers, designers, and more, who are passionate about their craft. Each person is one of the best in the world at what they do. We believe that a diverse range of perspectives is a requirement for building great products.

Join us on our mission and shape the future

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 top-tier support to our users and our customers by responding to tickets, through a variety of channels (i.e Email, Chat, Slack, Discord).

- Be the go-to 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 on-prem.

- 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 cloud-based products and API-based products.

- Experiences with Python, Intercom, and Linear are preferred.

- Proven ability to learn new technologies and tools effectively and quickly, coupled with strong problem-solving skills.

- Enthusiasm for Artificial Intelligence and Machine Learning technologies & an understanding of large language models.

- Excellent communication skills

If some of the above doesn’t line up perfectly with your experience, we still encourage you to apply If you consider yourself a thoughtful worker, a lifelong learner, and a kind and playful team member, Cohere is the place for you.

We value and celebrate diversity and strive to create an inclusive work environment for all. We welcome applicants of all kinds and are committed to providing an equal opportunity process. Cohere provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Our Perks:

An open and inclusive culture and work environment

Work closely with a team on the cutting edge of AI research

Weekly lunch stipend, in-office lunches & snacks

Full health and dental benefits, including a separate budget to take care of your mental health

100% Parental Leave top-up for 6 months for employees based in Canada, the US, and the UK

Personal enrichment benefits towards arts and culture, fitness and well-being, quality time, and workspace improvement

Remote-flexible, offices in Toronto, New York, San Francisco and London and co-working stipend

️ 6 weeks of vacation

Note: This post is co-authored by both Cohere humans and Cohere technology.

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